They said this… · Complaints & ombudsmen

“We mentioned the issue in our response, so we answered it”

Generally incorrect

Mentioning an issue is not necessarily the same as addressing the question, evidence and conclusion required to decide it.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Break the complaint into discrete issues.
  • For each issue, record the finding, reasons and evidence actually given.
  • A failure-to-answer schedule can distinguish omission from mere disagreement.

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.