If we decide to make an award, and you accept it,  then the company has agreed that it will kee to the decision and take the action that we have  asked for in the final decision.

We may ask the company to provide any or all of  the following:

• a product, a service or some practical action that  will benefit you;
• an apology or explanation;
• a financial award.

It is not the ombudsman's role to punish  companies when deciding what solution to provide.  If a financial award is needed, this will be the  amount that we consider necessary to settle a  particular dispute. This can be as much as £5,000  (including VAT). The average award is about £100.  So that the same problem is less likely to happen  again, we may also recommend that the company  makes changes to its policies and procedures.