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We are full members of the Ombudsman Association; Our shared principles are independence, fairness, effectiveness, accountability, openness and transparency
Our Board of Directors is comprised of a majority of independent non-executive directors whose role is to ensure that our independence is preserved. Our Standards Board exist to help preserve our independence and provide an invaluable set of checks and balances on our work. All Standards Board members share our vision of inspiring consumer confidence and raising industry standards and do so on a voluntary basis. Governed by a set of bye-laws, the Standards Board regularly review a cross section of our adjudications, to ensure they are both fair and reasonable. It also oversees our rules, practices and procedures.
Like most Ombudsman we are funded by the businesses which we have jurisdiction over and that means our services remain free for consumers. Our fees are not dependant on the outcome of a case and our funding mechanism was designed by the Office of Fair Trading to ensure that they are proportionate for businesses of all sizes.