Section 229(2)

If a complaint which has been dealt with under the scheme is determined in favour of the complainant, the determination may include— an award against the respondent of such amount as the ombudsman considers fair compensation for loss or damage (of a kind falling within subsection (3)) suffered by the complainant (“a money award”); a direction that the respondent take such steps in relation to the complainant as the ombudsman considers just and appropriate (whether or not a court could order those steps to be taken).

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