Evidence for ombudsman complaints

• A company's final response has not resolved your complaint
• You are completing an ombudsman scheme's complaint form and need a clear summary of events
• Your complaint history spans many emails, letters and phone call summaries
• You want to check your account of events matches what is actually recorded

• Your original complaint letter or email
• The company's acknowledgement and any interim updates
• The company's final response letter
• Any call summaries or notes you were sent
• Supporting documents relevant to the underlying issue
• Previous ombudsman correspondence, if you have complained before
• Any deadlines given by the company or the scheme

Uploads can be PDFs, Word documents, plain text files, photographs and screenshots. Scanned letters and images are read using text recognition, and the page or image each finding came from is recorded.

• Extracts the date the complaint was raised and each subsequent milestone
• Confirms whether a final response letter is present and what it states
• Builds a chronological timeline from first complaint to the most recent document
• Flags contradictions between the company's various responses
• Notes information the ombudsman scheme is likely to ask for that appears to be missing

1. 1.A customer uploads their original complaint email, two interim update letters, and the company's final response.
2. 2.TraceFolio extracts the complaint date, each update date, and the reasoning given in the final response.
3. 3.The timeline shows more than eight weeks passed with only one substantive update, which the customer had not previously noticed.
4. 4.The Missing or Uncertain Information section notes that the final response refers to a 'previous call on 14 March' with no supplied note of that call.
5. 5.The customer includes the report and its source documents when submitting their complaint form to the relevant ombudsman scheme.

• Executive summary of the complaint and its progress through the company's process
• Key Facts including reference numbers and dates
• Important Dates for each stage of the complaint
• Chronological Timeline from first complaint to final response
• Contradictions and Inconsistencies across the company's responses
• Missing or Uncertain Information relevant to an ombudsman submission
• Source References for every fact
• Verification record for the report

The report is a downloadable PDF. Every finding points back to the document it came from, and the report carries a verification record so a third party can check that the file they are reading is the one that was produced. See what is in an evidence report for a section-by-section description.

• The dates a complaint was raised, acknowledged and resolved (or not)
• Whether a final response letter exists and what it states
• Where a company's responses are inconsistent with each other
• References to calls, documents or events not supplied for the report

• Whether the ombudsman scheme would uphold your complaint
• Whether the company acted reasonably
• Any redress amount that might be appropriate
• Facts about the underlying dispute not documented in your files

TraceFolio organises and reports on the documents you supply. It is not legal advice, it does not decide who is right, and it cannot confirm that a supplied document is genuine. Where the evidence is silent, the report says so in Missing or Uncertain Information rather than filling the gap.

Your report is visible only to your account. Source documents are deleted 24 hours after processing, while the hashes and the verification record are kept so the report stays checkable. Certification receives cryptographic fingerprints and processing details, never the documents themselves.

The verification page explains in plain language what verification does and does not prove, and security and privacy covers storage, deletion and who processes your data.