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Service update

COVID-19

Given the unprecedented situation that we are all currently facing, you are likely to experience delays to both existing and new complaints.

There has always been a high demand for our services, but with many of our team working from home and the effects of the lockdown restrictions on businesses and on the in-home independent inspections we use as part of our evidence gathering process, things are taking longer than usual. The team, as well as facing into the day to day challenges we are all experiencing, are doing all they can to ensure all cases are fully investigated allowing for an informed and balanced ruling.

To help us work through the cases that we are receiving, please refrain from contacting us by telephone to seek updates on your complaint. If your enquiry is urgent, please contact us via email or you can raise a case online through our portal here. Due to the high call volume to our Ombudsman team, we are temporarily suspending the ability for the Ombudsman to be called directly, to enable them to progress casework.

We ask that you do not hold our team responsible for circumstances very much beyond their control that have and continue to cause delays. We will not tolerate any instances of rudeness, bullying or behaviour that puts our team’s well-being at risk.

Finally, we would like to thank you for your patience and understanding during these challenging times.

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