3.1 The aim of the ombudsman in making an award is to put the complainant back into the position he would have been in had it not been for the firm’s actions. If it would be fair and reasonable, a determination may include a money award1 to compensate for financial loss2 or any other loss or damage of a specified kind,3 including damages for distress or inconvenience, pain and suffering or damage to reputation, whether or not a court would award such or any compensation.4