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There are problems with the current provision and routes to advice and information for consumers. At the moment people do not have access to an ombudsman in several sectors.  In some instances, an ombudsman exists but there is also a rival ADR provider delivering a complaint handling service for some companies. In other sectors an ombudsman exists but it is not compulsory for a business to be signed up to one (or indeed to any ADR provider).   

This causes confusion for consumers, weakens both their ability and the opportunity to secure redress and undermines consumer trust in these sectors. 

Download an accessible PDF of our response below. 


Improving the consumer landscape - BIS
PDF 108.61 KB