For prescribed amounts under this section see reg. 2 of the Financial Services and Pensions Ombudsman (Compensation) Regulations 2018 [S.I. No. 154 of 2018].
(1) On completing an investigation of a complaint relating to a financial service provider that has not been settled or withdrawn, the Ombudsman shall make a decision in writing that the complaint -
(a) is upheld,
(b) is substantially upheld,
(c) is partially upheld, or
(d) is rejected.
(2) A complaint may be found to be upheld, substantially upheld or partially upheld only on one or more of the following grounds:
(a) the conduct complained of was contrary to law;
(b) the conduct complained of was unreasonable, unjust, oppressive or improperly discriminatory in its application to the complainant;
(c) although the conduct complained of was in accordance with a law or an established practice or regulatory standard, the law, practice or standard is, or may be, unreasonable, unjust, oppressive or improperly discriminatory in its app
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