New ombudsman service launched to deal with consumer complaints

If the Consumer Ombudsman finds in the complainants favour, they could receive an apology or compensation. Credit: Robert Schlesinger/DPA/Press Association Images

Complaints ranging from issues with car repairs to problems with retailers are to be handled by a new free ombudsman.

In the past, consumers have either had to accept whatever a company offers to resolve the situation or pay to go to a small claims court.

The new Consumer Ombudsman, an online service, aims to offer a "swift, independent" resolution to complaints. It will have a particular focus on home maintenance, improvements or installation services, retail, second hand cars and car repairs as well as servicing.Lewis Shand Smith, chief ombudsman at Ombudsman Services, which has launched the new service, said: "Our research shows that as a nation we're complaining more than ever before, but that frustratingly we don't always know where to go.

Consumer Ombudsman Service: What you need to know

"As a result, we've opened our doors to complaints in any sector.

"This is good for consumers because it will provide swift, independent resolution to a problem without the risk of legal bills and drawn-out court proceedings.

"It's also good for business as having a proper redress system in place means they will build up consumers trust."

The ombudsman can step in once people have given companies up to eight weeks to find a solution. If it finds in the complainants favour, they could receive an apology or compensation.