They said this… · Complaints & ombudsmen

“We offered goodwill, so we have not accepted that anything went wrong”

Generally correct

A goodwill offer can expressly be made without admission of liability.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • The wording of the offer matters.
  • Accepting money can have settlement consequences if it is offered in full and final settlement.
  • Separate “why they paid” from whether your underlying complaint is proven.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Original complaint with numbered issues
  • Final response or decision
  • Chronology and evidence index
  • A comparison showing which issues were answered, partly answered or omitted

If they still refuse

Move the dispute forward.

  1. Separate disagreement with an outcome from a factual/process error in how it was reached.
  2. Check the scheme’s jurisdiction, time limits and internal review/challenge route before escalating.
  3. Do not assume a regulator and an ombudsman perform the same function.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Failure-to-answer analysisRead the full guide.Challenging a decisionRead the full guide.How ombudsmen workRead the full guide.