We are completely independent of scheme participants, consumer groups and government.

We are fair to both complainants and scheme participants.

There is no cost to the complainant and our processes are accessible and easy to use.

We give clear accountable reasons for each decision we make. We publish information about both the numbers and types of complaints, and we also publish our case notes.

Our effectiveness means we can often resolve complaints quickly with little formality. When formal recommendations are made, scheme participants nearly always accept them. If a bank does not accept a recommendation, the Banking Ombudsman Scheme can make an enforceable award of compensation.

We aim to work efficiently to produce a fair outcome in every case. If there is going to be a delay, we will tell you about it and about when you can expect the next action.

We are also committed to:

We listen and seek to understand, we are empathetic but neutral

We always try to do our best

We both respond to and lead change

We make principled decisions

We speak up openly and keep our word