can the ombudsman make a business apply a decision on an individual case to all other consumers in the same position?
The ombudsman cannot make a business apply a decision on an individual case to other consumers. However, there is a separate process if a complaint raises issues that have wider implications – for example, because a large number of consumers (or businesses) are involved. In some instances, action by the regulator, the Financial Services Authority (FSA) – which results in redress being paid to consumers – may be more appropriate than the ombudsman deciding individual cases.
