Social media policy
TPO social media accounts are managed by the communications team, on behalf of the Ombudsman’s Office.
We do not use any automation (such as tools which generate content from RSS feeds) to post content on social media networks or to otherwise engage social network users.
If you follow TPO’s social media accounts, you can expect regular content covering the following:
- Alerts about new content on our website.
- Press releases
- Comment, retweets, links etc on issues relevant to TPO’s work
- Case studies
Following and Retweeting
We do not automatically follow back new followers. Due to resources, we infrequently review our follower list and may follow back accounts that aren’t spam. Being followed back or being retweeted does not imply endorsement of any kind.
Availability
We will update and monitor our social media accounts during office hours, Monday to Friday. Social media networks may occasionally be unavailable and TPO accepts no responsibility for lack of service due to downtime.
@Replies, Comments and Direct Messages
The TPO communications team strives to read all @replies and Direct Messages and whenever possible, passes on any emerging issues or helpful suggestions to the relevant people in TPO.
We may look up case details to provide personalised service where specific details are provided.
Engagement and unacceptable behaviour
We welcome engagement on our social media content, but if engagement with us on these platforms is unacceptable or contains sensitive information or imagery, we may choose not to respond, and/or to hide or delete comments.
Unreasonable or unacceptable can include (but is not limited to) social media posts and messages which:
- Are rude, angry, aggressive or threatening
- Use hateful, sexist, racist, homophobic or use other discriminatory language
- Refuse to acknowledge or accept explanations as to what TPO can or cannot do
For further information, read our Unreasonable Behaviour Policy.
Complaints
Whilst TPO publicises anonymous case studies and discusses issues in general terms, TPO will not use social media to engage on matters relating to specific complaints. All disputes referred to TPO are done so confidentially.
If a complainant, registered firm or third party wish to discuss a specific case, the usual ways of contacting TPO are detailed on our website.