Ombudsman

An ombudsman is an independent professional body set up by law to assist when disputes arise between consumers and firms. Their independent nature means they can remain impartial and review each individual situation as it presents itself. Examples of industries in which an ombudsman is present and can help settle disputes are those relating to estate agents, solicitors, and insurance companies. They are present in many other industries as well.

When a consumer has cause to complain about the service they have received, it is important for them to have someone to turn to. They may feel they cannot approach the business they have dealt with. Alternatively, they may approach the business to try and resolve their complaint. However, this approach may not garner the results they would like. They may feel they have not been listened to and would therefore seek an independent source of advice and support to make sure their case is heard.

The aim is for the ombudsman to listen to the position occupied by each side. They will look at all the evidence pertaining to the situation and try to find a resolution that is fair to both.

Seeking ombudsman services should only be done after trying to reach a resolution with the company or business you have dealt with. It should be used as a final port of call following failed resolution or response from the person or business you have interacted with. It should never be used as the first step in making a complaint.

About the author:

The Mortgage Broker

The Mortgage Broker is an award-winning UK mortgage and protection specialist with decades of experience helping thousands of customers secure suitable and affordable mortgage solutions. Regulated by the Financial Conduct Authority, all advisers are minimum CeMAP-qualified and known for delivering clear, transparent, and expert guidance whether helping first-time buyers, home movers, remortgage clients or those with complex or adverse-credit needs. Recognised as a finalist at the Mortgage Strategy Awards 2025, The Mortgage Broker combines digital speed with human trust, offering access to over 130 lenders and more than 25,000 products. The company’s app, secure client portal and easy-to-use tools make it simple for customers to compare rates, track progress, and stay informed from start to finish. With more than 2,500 verified five-star Trustpilot reviews, clients consistently praise the firm’s professionalism, value for money, and personal service. Reviews highlight the team’s ability to explain complex mortgage and protection topics in plain English, providing support throughout the entire journey. The company’s reputation for knowledge, empathy, and reliability has made it one of the UK’s most trusted brokers, delivering advice that is honest, transparent, and tailored to each individual’s financial goals. Every part of The Mortgage Broker’s service reflects Google’s E-E-A-T principles: Experience, Expertise, Authoritativeness, and Trustworthiness. Its team has decades of hands-on industry knowledge, proven technical expertise, and national recognition supported by awards, media features, and verified customer feedback. As an FCA-regulated firm with a 5-star reputation, The Mortgage Broker stands for no-nonsense advice, common-sense lending, and exceptional customer outcomes — setting the standard for trusted mortgage advice across the UK.