Commentary on Sections Complaints Handling – the new system Section 126: Complaints excluded because respondent’s complaints procedures not used
337.Section 126(1) provides that a complaint does not fall within the jurisdiction of the ombudsman scheme unless the complainant has first used the respondent’s in-house complaints procedure (defined in section 126(2)). Section 126(3) allows for the scheme rules to disapply section 126(1) in certain circumstances.