Credit Ombudsman // FAQ's

Can we help with your dispute?

To find out more about whether the Credit Ombudsman Service can help you with your dispute visit the section 'What kind of complaints are covered?' this outlines the types of complaints which can be considered.

Do I have to pay?

No, there is no fee for individuals and small businesses.

If I don't pay, how is the service funded?

The service is industry funded.

Who is the Credit Ombudsman?

The Credit Ombudsman is a person appointed by Credit Ombudsman Service Limited to determine a complaint. The Credit Ombudsman deals with disputes between Consumers and Members and can hand down a binding determination or "Award".

Is the Credit Ombudsman Independent?

Yes, they are people who are independent of the Company and the Members. To be appointed to the Credit Ombudsman panel, the person must:

have broad experience in legal adjudication or in facilitating, negotiating or mediating dispute resolution or be a barrister or a solicitor for at least 5 years.

be able to become well informed about and make objective and independent decisions on the subject matter of the complaint

be able to exercise sound and fair judgement

be able to command the respect of the parties.

Where possible the Credit Ombudsman who will determine your complaint will be based in the state in which you reside.

Do I need a lawyer?

No, you do not have to have legal or other representation. However, if your complaint is referred to a hearing and you feel that you would like to have representation you can ask the Credit Ombudsman to allow you to do so.

It will be up to the Credit Ombudsman to decide if you can or should have representation, considering what is procedurally fair to both you and the Member. You will have to pay the costs of any representation the Credit Ombudsman permits you to have.

Am I bound by the Credit Ombudsman's decision?

No, you are not bound by the Credit Ombudsman's decision. You will retain any legal rights you have to refer your complaint to a Court or a Tribunal if you wish. However, the Credit Ombudsman's decision is binding on a Member once you have accepted the Credit Ombudsman's decision.

Is the process Confidential?

You can ask the Credit Ombudsman to treat the information that you give as confidential, this information must not then be disclosed to anyone else. However, the Credit Ombudsman will not be allowed to use that confidential information to make a finding adverse to the Member. The same rules apply to the Member you are complaining about.

Does the Credit Ombudsman make referrals about Products or Companies?

No, the Credit Ombudsman Service will not offer advice or make recommendations about products or companies operating in the Credit Marketplace. The Credit Ombudsman Service is a Dispute Resolution Service only.




		Can we help with your dispute? To find out more about whether the Credit Ombudsman Service can help you with your dispute visit the section 'What kind of complaints are covered?' this outlines the types of complaints which can be considered. Do I have to pay? No, there is no fee for individuals and small businesses. If I don't pay, how is the service funded? The service is industry funded. Who is the Credit Ombudsman? The Credit Ombudsman is a person appointed by Credit Ombudsman Service Limited to determine a complaint. The Credit Ombudsman deals with disputes between Consumers and Members and can hand down a binding determination or "Award". Is the Credit Ombudsman Independent? Yes, they are people who are independent of the Company and the Members. To be appointed to the Credit Ombudsman panel, the person must: have broad experience in legal adjudication or in facilitating, negotiating or mediating dispute resolution or be a barrister or a solicitor for at least 5 years. be able to become well informed about and make objective and independent decisions on the subject matter of the complaint be able to exercise sound and fair judgement be able to command the respect of the parties. Where possible the Credit Ombudsman who will determine your complaint will be based in the state in which you reside. Do I need a lawyer? No, you do not have to have legal or other representation. However, if your complaint is referred to a hearing and you feel that you would like to have representation you can ask the Credit Ombudsman to allow you to do so. It will be up to the Credit Ombudsman to decide if you can or should have representation, considering what is procedurally fair to both you and the Member. You will have to pay the costs of any representation the Credit Ombudsman permits you to have. Am I bound by the Credit Ombudsman's decision? No, you are not bound by the Credit Ombudsman's decision. You will retain any legal rights you have to refer your complaint to a Court or a Tribunal if you wish. However, the Credit Ombudsman's decision is binding on a Member once you have accepted the Credit Ombudsman's decision. Is the process Confidential? You can ask the Credit Ombudsman to treat the information that you give as confidential, this information must not then be disclosed to anyone else. However, the Credit Ombudsman will not be allowed to use that confidential information to make a finding adverse to the Member. The same rules apply to the Member you are complaining about. Does the Credit Ombudsman make referrals about Products or Companies? No, the Credit Ombudsman Service will not offer advice or make recommendations about products or companies operating in the Credit Marketplace. The Credit Ombudsman Service is a Dispute Resolution Service only. Copyright Credit Ombudsman Service Limited Powered by an Elf