From today (1st August 2019), both Complainants and Member Agents will now be given 14 calendar days within which to accept or represent against the proposed decision (previously 21 days).

The Ombudsman will not investigate a complaint if at any time it finds out that the complaint is already being (within a 3-month timescale) or has been considered by a Court, or under another independent complaints, conciliation or arbitration procedure.

The introduction of the timescale means that a complaint will be considered if a court date has been set but that date is more than three months away.