Working at Ombudsman Services

Ombudsman Services is winner of Call North West’s Contact Centre of the Year award 2017!

Established in 2002, The Ombudsman Service Ltd is a not for profit private limited company which runs a number of discrete national ombudsman schemes across a wide range of sectors including energy, communications, and property. We resolve disputes for consumers, advise companies and influence industry.

There are so many transactions for the purchase of goods and services each year that it is inevitable that sometimes things go wrong and customers find they have to complain. The vast majority of these complaints are dealt with quickly and effectively by the suppliers, but not always and a complaint can escalate into a dispute between consumer and business. It is when companies cannot sort these quickly to the satisfaction of the customer that the ombudsman can help.

In 2016, we received 246,274 initial contacts from complainants and resolved 72,652 complaints. Everyone who contacts Ombudsman Services is treated with respect, honesty and integrity - they are far more than just a number. Our vision is to be good for consumers and good for business.

We are passionate about what we do and, together, we make a difference.

Our people are friendly, approachable and down-to-earth. We are trained to listen and to provide a firm and fair helping hand to consumers and service providers. We help to get the complaint resolved as quickly as possible with the most appropriate outcome.

We work closely with companies to provide one-to-one support and industry-wide advice; this helps to improve the way services are delivered and complaints are handled. By participating in our schemes, companies show to their customers that they take complaints seriously – our brand is a mark of quality.