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Ombudsman

An independent person appointed to hear and act upon citizen’s complaint about government services. Invented in Sweden, the idea has been widely adopted. For example, groups of banks, mortgage lenders and insurance companies in various countries have appointed ombudsmen to attend to the complaints of their customers. Customers who use the ombudsman’s (free) service retain their full right to take legal action should they not agree with the ombudsman’s decision .

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