Schedule 17, Part III, paragraph 14(2)

Scheme rules may, among other things— specify matters which are to be taken into account in determining whether an act or omission was fair and reasonable; provide that a complaint may, in specified circumstances, be dismissed without consideration of its merits; provide for the reference of a complaint, in specified circumstances and with the consent of the complainant, to another body with a view to its being determined by that body instead of by an ombudsman; make provision as to the evidence which may be required or admitted, the extent to which it should be oral or written and the consequences of a person’s failure to produce any information or document which he has been required (under section 231 or otherwise) to produce; allow an ombudsman to fix time limits for any aspect of the proceedings and to extend a time limit; provide for certain things in relation to the reference, investigation or consideration (but not determination) of a complaint to be done by a member of the scheme operator’s staff instead of by an ombudsman; allow the correction of any clerical mistake in the written statement of a determination made by an ombudsman; provide that any irregularity arising from a failure to comply with any provisions of the scheme rules does not of itself render a determination void; make different provision in relation to different kinds of complaint.

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Source: legislation.gov.uk · retrieved 2026-09-04