Complaining
Responding to an investigator's view
The investigator's view is not the end. It is the point at which you find out what was actually considered, and what was not.
What this problem looks like
- You have received a view that does not mention your main point.
- The view relies on something the business said that you can disprove.
- The view says the charges were permitted, without asking whether they were fair.
What you are trying to establish
- An 'issues not answered' table: your numbered issue, what the view said about it, what is missing.
- What evidence the view says it relied on — and what it did not have.
- Which rules or guidance were applied, and which relevant ones were not mentioned.
- Whether the view has treated strict contractual enforceability as answering the separate question of fair treatment.
Evidence to collect
- The view itself, annotated.
- Any document referred to in the view that you have never seen — ask for it.
- New evidence, clearly marked as new, with an explanation of why it matters.
What to ask for
- That each unanswered issue be addressed.
- Copies of any evidence relied on that you have not seen.
- That the case be referred to an Ombudsman for a final decision if agreement cannot be reached.
What a useful answer looks like
- A revised view engaging with the omitted issues, or a clear explanation of why an issue is outside jurisdiction.
What an inadequate answer looks like
- A restatement of the original view with no engagement.
- Silence on evidence you submitted.
What this does not do
- Repeating the original complaint at greater length rarely changes a view. What changes a view is a specific gap, identified precisely, with evidence attached.
Next escalation
- Ask in writing for an Ombudsman's final decision, keeping the request short and structured around the unanswered issues.
Example letters for this stage
- Response to an investigator's view — Used to identify what the view did not address, rather than to restate the complaint at greater length.
- Request for a final decision by an Ombudsman — A short, structured request for the case to move from investigator to Ombudsman.
Official sources
Elsewhere in this archive
More on: Complaining
This is information, not legal advice
Nothing here is legal advice and no professional relationship arises from reading it. Time limits apply to complaints and to court steps. Free help is available from Citizens Advice, StepChange and Shelter.