Redress should put right the consequences of what went wrong; the correct remedy depends on the finding, not on a standard compensation figure.
A complaint can need more than money. Redress may involve correcting a credit file, refunding a charge, rewriting a balance, performing a service, issuing documents, apologising, changing a decision or compensating for financial loss and distress/inconvenience.
Start by asking: if the failure had not happened, what position would I probably be in? Then identify any additional non-financial impact.
Key points
- Separate corrective action from financial compensation.
- Quantify actual loss with evidence where possible.
- Explain causation: how did the failure cause the loss?
- Compare the proposed remedy with the organisation’s own findings.
Types of remedy
| Correction | Amend data, account status, record or decision |
|---|---|
| Restitution/refund | Return money wrongly charged or paid |
| Performance | Do or redo the promised service |
| Consequential loss | Reimburse evidenced loss caused by the failure |
| Distress/inconvenience | Recognise non-financial impact where the scheme permits |
| Interest | Compensate for being kept out of money where appropriate |
A remedy can be internally inconsistent
If a decision finds a balance was wrongly pursued but leaves that balance payable, or finds inaccurate data but does not order correction, ask whether the remedy actually resolves the finding.
Compare counterfactual positions
Where an organisation had already offered a better financial position than the later outcome, compare the two. A dispute-resolution process should be able to explain why the ultimate redress is significantly less favourable if the underlying findings support relief.
In practice
- Create a remedy schedule: issue / finding / consequence / requested action / amount.
- Provide receipts or calculations for financial loss.
- Do not inflate claims; precise and proportionate remedies are more credible.
What to do
A practical next-step plan
- Identify each upheld failure.
- State the position that should be restored.
- Calculate financial losses.
- Describe non-financial impact separately.
- Ask for corrective actions and payment separately.
- Check the final remedy against every finding.
Common traps
Things that often confuse the issue
- Compensation is not a punishment.
- Do not double-count the same loss under multiple headings.
- A goodwill payment may not admit liability and may not address required corrective action.
Evidence worth keeping
Make the remedy auditable.
Useful wording.
“For issue 1 I seek [remedy] because [basis]. For issue 2 I seek [remedy]. My financial calculation is attached. If you consider any requested remedy outside your powers, please state that expressly and identify what remedy you can provide for the upheld failure.”
Ask for a fallback remedy where the primary remedy may be impossible.
If you want repair but the product is no longer available, identify the alternative remedy the statutory scheme permits. If you want a decision reconsidered but the ombudsman cannot substitute its own decision, ask for a fresh lawful process or recommendation within its powers.
Separate putting things right from compensating impact.
| Remedy type | Example |
|---|---|
| Restitution/correction | Refund wrongly charged £80; correct balance. |
| Performance | Complete repair or repeat service. |
| Data/record remedy | Correct inaccurate account or credit entry. |
| Procedural remedy | Fresh review by a different decision-maker. |
| Financial redress | Reimburse loss; award reasonable inconvenience compensation. |
| Systemic recommendation | Change process/training where the body has that power. |
A good complaint asks for remedies the decision-maker can actually order.
Corrective action can include refund, credit, repair, replacement, repeat service, record correction, removal of an invalid charge, apology, explanation, policy/process change, compensation or a fresh decision. The available remedy depends on the law and the powers of the complaint body.
Official sources
Check the rules behind this guide
A remedy should respond to what went wrong and its effect. Financial compensation is only one possible way to put a problem right.
These are official or primary sources for this topic. Rules, scheme terms and deadlines can change, so check the live source before relying on a formal time limit or procedure.