The Ombudsman shall only consider, or continue to consider, a complaint if he is satisfied that:
The Ombudsman shall not investigate a complaint (or any part of a complaint), or shall discontinue his investigation of a complaint (or any part), if:
1. Use of The Retail Ombudsman scheme is FREE to consumers
2. Neither consumers nor retailers are obliged to obtain independent advice or representation before or during the complaint process, although either party may choose to do so.