Building Better Case Files: Webinar Recap

Thank you to everyone who joined our recent webinar, Building Better Case Files.

With more than 50 representatives from providers, it was great to see so many dial in to learn more about how strong case file evidence supports fair and efficient dispute resolution.

We were also pleased to welcome EE, who kindly shared some of their own tips and examples of best practice.

During the session, our team covered:

• The benefits of providing a good evidence - backed case file
• What we look for when reviewing case file evidence
• Common issues that can delay complaint resolution
• Practical tips for building clear, thorough and efficient submissions
• The impact of high-quality evidence on outcomes and timescales

As with our previous webinar, we concluded with a live Q&A, giving our members the opportunity to ask questions directly to our regulatory and relationships teams.

Key takeaways

Accurate, complete and well-structured case files play a crucial role in helping to resolve disputes fairly and efficiently, for both providers and consumers.

Well-prepared case files don't just make our job easier, they help providers resolve complaints faster, reduce back-and-forth requests for missing information, and can lead to better outcomes overall.

Taking the time to submit complete, well-organised evidence upfront is one of the most effective things a provider can do to support a smooth resolution process.

Our insights drive positive progress

Our service goes beyond any single case, and we’re committed to supporting our members, and sessions like this are an important part of that, providing clarity, shared insight, and practical guidance.

Our unique access to data and view across a snapshot of the sector means we're able to do more than resolve individual disputes, we can spot patterns, share insights, and help drive meaningful improvement more widely.

That's why engagement with providers is so important. The quality of case file evidence we receive doesn't just help one complaint; it feeds into the wider picture for how providers are performing, where common issues arise, and what good practice looks like.

As an ombudsman, our role isn't just about resolving individual cases, it's about driving progress across the sector and helping providers improve for the benefit of consumers.