(1) The principal function of the Ombudsman shall be to investigate complaints in an appropriate manner proportionate to the nature of the complaint by -
(a) informal means,
(b) mediation,
(c) formal investigation (including oral hearings if required), or
(d) a combination of the means referred to in paragraphs (a) to (c).
(2) The Ombudsman shall have such powers as are necessary or expedient for the performance of the functions conferred by this Act.
(3) The Ombudsman shall endeavour to -
(a) be accessible to the public and ensure that complaints about the conduct of financial service providers or pension providers are dealt with in an informal manner efficiently, effectively and fairly,
(b) improve public understanding of the role and functions of the Ombudsman,
(c) improve public understanding of issues related to complaints considered by the Ombudsman by publishing -
(i) decisions, and
(ii) guidance notes on procedures and processes, and
(d) engage with financial service providers
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