The Ombuds Group embraces AI for dispute resolution
Ctrl AI to be rolled out across major schemes to enhance quality and efficiency.
London, UK, 9 June 2026: The Ombuds Group (TOG), one of the UK’s largest alternative dispute resolution (ADR) organisations, is using AI to augment its dispute resolution for the first time. The Group, which manages disputes spanning rail, retail, home improvement, furniture, finance, energy brokers, TV and music licensing, has chosen UK-based Ctrl AI, an AI-enabled dispute resolution platform developed by operational leaders from the legal world and backed by Mishcon de Reya.
Ctrl AI is a purpose-built platform that combines human expertise with AI-powered reasoning to handle complaints and disputes efficiently. It integrates with Tizo’s case management software (CMS), used by TOG, but is designed to sit on top of any existing CMS an organisation uses. Ctrl AI’s platform enables more efficient case handling and ensures every decision is 100% auditable. In addition to TOG, it is also currently used by law firms such as Winston Taylor.
UK-hosted, Ctrl AI is specifically built for regulated ADR work and is designed to be verification-first, meaning every AI output is reviewed and signed off by a named handler. Its customer data is never used to train external models and it’s fully auditable, aligning with the DMCC Act 2024.
TOG is an independent, not-for-profit, government-approved organisation established in 1992 by the Office of Fair Trading and handles thousands of complaints a year. The Ctrl AI rollout will cover all its schemes, marking the first time the Group has used AI in this way. It will help the Group allocate its resources so that its work helping consumers and raising industry standards is optimised outside of its casework duties.
“Across all of the schemes we operate, volumes of consumer complaints are on the rise and the work is getting more complex. Complaints are also increasingly written by AI. What drew us to Ctrl AI was its verification-first design – the AI does the heavy lifting around evidence and consistency, while our handlers stay firmly in charge of every decision. It sits on top of the human-centric systems we already have in place, integrates seamlessly with our existing CMS, Tizo, and it is built around the standards a regulated scheme needs to meet. In combining Tizo’s case management software with Ctrl AI, I believe we are bringing together the two market leading systems available in ADR.”
“We are delighted that The Ombuds Group is adopting Ctrl AI and are looking forward to working together. The fact a leading ADR organisation is adopting Ctrl AI across its full portfolio shows that AI in regulated dispute resolution is no longer experimental; it’s becoming part of the core infrastructure. We’ve always drawn on our experience in building Ctrl AI products – developing around how schemes actually operate – with CMS-agnostic, verification-first, and audit-by-design.
“Ctrl AI is designed to allow teams to enhance their existing systems while meeting the standards they’re held to. We’re extending this model across more schemes and continuing to grow our integration ecosystem with CMS providers, so more organisations can adopt AI in a way that’s practical and trusted.”
Adoption of AI will be a key topic at The Ombudsman Association Annual Conference on 9 to 11 June 2026, when the Deputy Chief Ombudsman from TOG, Judith Turner, will be hosting a workshop on how member organisations are using AI to increase effectiveness. Ctrl AI will sponsor the event.
