Ombudsman News / Articles


Latest issue of ombudsman news 
 

the latest issue of ombudsman news includes:

• case studies involving "new payment protection products" - that sound like PPI but aren't
• feedback from businesses on what they think about our service
• financial disputes referred to us by smaller businesses.

PDF Issue 108

ombudsman news 
 

November/December 2012 includes:

• case studies about pet insurance
• complaints involving confusion over standing orders, direct debits and continuous payment authorities
• chief ombudsman, Natalie Ceeney, looking back on the challenges of 2012

latest issue »


PPI case studies; and a non-PPI world where problems can be sorted in 10 minutes 
 

the latest issue of ombudsman news (issue 104)  is now available online, featuring:

• case studies involving PPI complaints – as the ombudsman service receives its 400,000 PPI case
• ombudsman Jane Hingston on a casework experiment that took a radically different approach to settling disputes quickly and informally
• chief ombudsman Natalie Ceeney on what this casework experiment could mean as a model for the future  

ombudsman news (issue 104) click here to read more


ombudsman service publishes annual review of personal finance disputes for 2011/2012
 

The ombudsman's latest annual review published today shows that during the year:

The ombudsman service received over 1.2 million front-line enquiries and complaints from consumers – over 5,000 each working day.
1 in 5 of these initial enquiries went on to become formal disputes – a record 264,375 new cases, up 28% on the previous year.
157,716 cases (60% of the total) were about the sale of payment protection insurance (PPI) – the highest number of complaints ever received about a single financial product.
 
browse the online version of our annual review


Issue 102 of “ombudsman news”, now available on the Financial Ombudsman Service website, includes:

a round-up of recent complaints involving money transfers
case studies involving "section 75" claims and credit cards
feedback and tips from our adjudicators on the way they see businesses handling complaints.

Clicking here will take you to “ombudsman news”.


Issue 101 of “Ombudsman News”, now available on the Financial Ombudsman Service website, includes:

a round-up of recent investment complaints;

case studies involving cash ISAs;
an interview with our new chairman, Sir Nicholas Montagu; and
chief ombudsman, Natalie Ceeney, on the impact of tougher times on complaints and those who make them

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/101/101.html



The Financial Ombudsman Service today releases its latest set of six-monthly complaints data relating to individual financial businesses – including banks, insurance companies and investment firms.

The data covers consumer complaints handled by the ombudsman service between 1 July and 31 December 2011. The data includes both the number of complaints received about individual businesses - and the percentage of complaints the ombudsman service upheld in favour of consumers.

You can access the full data at:

http://www.financial-ombudsman.org.uk/news/updates/complaints-data-July-Dec-2011.html



To mark the 100th issue of "ombudsman news", four guest editors select their favourite complaints case-studies - and write about customer service from their personal perspective.

Diana Wright (Sunday Times, "A Question of Money") points out that a mistake put right isn't a complaint at all.
Paul McMillan (Money Marketing) says claims managers aren't the only ones needing to clean up their act.
Sue Anderson (Council of Mortgage Lenders) suggests joining the dots between the myths and the evidence.
James Daley (Which?) urges turning a bad complaints experience into a good customer one.

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/100/100.html



Issue 99 of “ombudsman news”, now available on the Financial Ombudsman Service website, includes:

recent disputes involving debt;
complaints about personal accident insurance;
a snapshot of the ombudsman’s complaint figures for the third quarter of the 2011/2012 financial year; and
Natalie Ceeney, chief ombudsman, on proposed new arrangements for charging financial businesses case fees.

Clicking on the link below will take you to “ombudsman news”.
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/99/99.html


cheques, storm damage, Sir Christopher Kelly on ten years as chairman – and chief ombudsman Natalie Ceeney on why PPI’s still the big issue …
Issue 98 of “ombudsman news”, now available on the Financial Ombudsman Service website, includes:

banking complaints involving cheques;
insurance disputes about storm and weather damage;
outgoing chairman, Sir Christopher Kelly, on the highlights of his decade with the ombudsman service; and
Natalie Ceeney, chief ombudsman, on why PPI remains the big issue for the ombudsman service.

Clicking on the link below will take you to “ombudsman news”.
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/98/98.html


cheques, storm damage, Sir Christopher Kelly on ten years as chairman – and chief ombudsman Natalie Ceeney on why PPI’s still the big issue …
Issue 98 of “ombudsman news”, now available on the Financial Ombudsman Service website, includes:

banking complaints involving cheques;
insurance disputes about storm and weather damage;
outgoing chairman, Sir Christopher Kelly, on the highlights of his decade with the ombudsman service; and
Natalie Ceeney, chief ombudsman, on why PPI remains the big issue for the ombudsman service.

Clicking on the link below will take you to “ombudsman news”.
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/98/98.html


students’ financial disputes, the latest complaints statistics, and chief ombudsman, Natalie Ceeney on ‘complaints prevention’  
 

Issue 97 of “ombudsman news”, now available on the Financial Ombudsman Service website, includes:

ofinancial disputes brought to the ombudsman by students;

othe ombudsman’s complaints statistics for the last quarter; and 

oNatalie Ceeney, chief ombudsman, on the ombudsman’s ‘complaints prevention’ work with younger people – and how the ombudsman service is keeping pace with new ways of doing business.

Clicking on the link below will take you to “ombudsman news”:

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/97/97.html


e-money complaints, our response to business feedback, and chief ombudsman, Natalie Ceeney, on planning ahead 
 
Issue 96 of “ombudsman news”, now available on the Financial Ombudsman Service website, includes:

complaints involving e-money;

the ombudsman’s response to business feedback
on how we can improve our service; and

Natalie Ceeney, chief ombudsman, on forecasting what will impact on our workload – for the next financial year and the second half of this one.

Clicking on the link below will take you to “ombudsman news”.

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/96/96.html


The Financial Ombudsman Service today releases its latest set of six-monthly complaints data relating to individual financial businesses – including banks, insurance companies and investment firms.

The data published today on the ombudsman's website covers consumer complaints handled by the ombudsman service between 1 January and 30 June 2011. The data includes both the number of complaints received about individual businesses and the percentage of complaints upheld by the ombudsman service in favour of consumers.

During this six-month period, the ombudsman service received a total of 149,925 new complaints – an increase of 54% on the 97,237 cases received in the second half 2010. It upheld an average of 47% of complaints in favour of consumers, compared to 53% in the second half of 2010. The decrease in the uphold rate reflects the impact of the Payment Protection Insurance legal challenge brought on behalf of some high street banks against the ombudsman service and the FSA earlier in the year.

Across the 157 individual businesses included in the complaints data, the uphold rates varied substantially between 2% and 98% upheld in favour of consumers.

For more info:
http://www.financial-ombudsman.org.uk/news/updates/complaints-data-1Jan-30Jun-2011.html


Disputes involving setting up home, complaint statistics for the first quarter and Tony Boorman, principal ombudsman, on the complaints rollercoaster 
 
Issue 95 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:

financial complaints involving aspects of buying or refurbishing a home;

the ombudsman’s complaint statistics for the first quarter of the 2011/2012 financial year; and 
Tony Boorman, principal ombudsman, on the rollercoaster of fast-changing complaints numbers.

Clicking on the link below will take you to “Ombudsman news”.

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/95/95.html


Complaints brought by third parties, life as the ombudsman’s “legal beagle”, and why the chief ombudsman’s hopeful that PPI will be the last “big thing” 

Issue 94 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:

complaints brought on behalf of consumers by third parties;
an interview with Caroline Wayman, the ombudsman’s legal director; and 
Natalie Ceeney, chief ombudsman, looking forward to a future with no more “mis-sale scandals”

Clicking on the link below will take you to “Ombudsman news”.

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/94/94.html


The Financial Ombudsman Service today published its annual review for the financial year 2010/2011.

During the year the ombudsman handled over a million front-line enquiries from consumers – around 4,000 each working day.

Around 1 in 5 of these initial enquiries turned into a formal dispute – a record 206,121 new cases, up 26% on the previous year.

51% of the new cases were about the sale of payment protection insurance (PPI) with the number more than doubling to 104,597 – the highest number ever received in a year about a single financial product. The number of investment complaints dropped by 30% and banking complaints fell by 9%.

More information at:

http://www.financial-ombudsman.org.uk/news/updates/annualreview-May-2011.htm


financial complaints involving gadgets; compensation for distress & inconvenience; and chief ombudsman, Natalie Ceeney, on PPI

Issue 93 of “Ombudsman news”, now available on the Financial Ombudsman Service website, covers:

financial complaints involving gadgets and electrical appliances;
our long-established approach to compensation for distress and inconvenience; and 

Natalie Ceeney, chief ombudsman, on the need to move forward and resolve complaints about payment protection insurance (PPI).

Clicking on the link below will take you to “Ombudsman news”.

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/93/93.html

The Financial Ombudsman Service today releases its fourth set of six-monthly complaints data relating to individual financial businesses – including banks, insurance companies and investment firms.

The data published today on the ombudsman's website covers consumer complaints handled by the ombudsman service between 1 July and 31 December 2010. The data includes both the number of complaints received about individual businesses and the percentage of complaints upheld by the ombudsman service in favour of consumers.

During this six-month period, the ombudsman service received a total of 97,237 new complaints – an increase of 15% on the 84,212 cases received in the first half of 2010. It upheld an average of 53% of complaints in favour of consumers, compared to 44% in the first half of 2010.

Across the 162 individual businesses included in the complaints data, the uphold rates varied substantially between 5% and 95% upheld in favour of consumers.

For more info:  http://www.financial-ombudsman.org.uk/news/updates/complaints-data-jul-jun-2010.html


‘Repair, replace or cash?’ – disputes about how insurance claims are settled, the ombudsman’s latest set of complaints figures, and chief ombudsman, Natalie Ceeney, on PPI complaints
Issue 92 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:

a selection of recent insurance disputes over the way claims are settled; 
a snapshot of the ombudsman’s complaints figures for the third quarter of the financial year; and 

Natalie Ceeney, chief ombudsman, on the current situation with complaints about payment protection insurance (PPI) – and the impact of this on the ombudsman service.

Clicking on the link below will take you to “Ombudsman news”.
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/92/92.html

Issue 91 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:
case studies where the consumer is in dispute with a financial business and also with a family member;
commonly-held myths about the ombudsman service;

and Natalie Ceeney, chief executive and chief ombudsman, on taking a clear look at what greater transparency really means.

Clicking on the link below will take you to “Ombudsman news”:

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/91/91.htm 
Issue 90 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:
recent vehicle-related case studies;
banking disputes involving powers of attorney;
a snapshot of our complaint figures for July to September this year;
and 

Natalie Ceeney, chief executive and chief ombudsman, on why customer complaints can be good news for businesses.

Clicking on the link below will take you to “Ombudsman news”:

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/90/90.htm

Issue 89 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:

• Resolved a record 166,321 disputes – a 46% annual increase – resulting in compensation for consumers in 50% of cases.
• Handled 925,095 consumer enquiries – over 3,500 each working day.

For more information:
http://www.financial-ombudsman.org.uk/news/updates/annual-review-2010.html

Or watch the video interview of chief ombudsman, Natalie Ceeney, talking about today's annual review

high resolution:
http://www.financial-ombudsman.org.uk/assets/media/ChiefOmbudsman-annual-review-2010-512x288.wmv

low resolution:
http://www.financial-ombudsman.org.uk/assets/media/ChiefOmbudsman-annual-review-2010-342x192.wmv

Issue 85 of “Ombudsman news”, now available on the Financial Ombudsman Service website, covers:

recent banking, insurance and investment complaints from consumers living in rural communities;
an expanded Q & A section covering some recent developments in our casehandling process;
the ombudsman’s consumer-outreach work; and 
chief executive and chief ombudsman, Natalie Ceeney, on her first month at the ombudsman service – and some challenges ahead. 

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/85/85.htm


Issue 84 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:

an interview with new chief ombudsman, Natalie Ceeney;
recent banking complaints involving ‘set off’;
investment complaints about property funds, deferral periods and market value reductions (MVRs); and 
chief ombudsman (interim), David Thomas, on redress, regulation and mass claims.
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/84/84.htm

The Financial Ombudsman Service has today released the second six-monthly set of complaints data relating to individually named financial businesses -

including banks, insurance companies and investment firms.

The data includes the number of complaints received about individual businesses - and the percentage of complaints upheld by the ombudsman service in favour of consumers.

For more details see:
http://www.financial-ombudsman.org.uk/news/updates/complaints-data-Jul-Dec-10.html


Issue 83 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:

complaints involving consumers who are in financial difficulties;
insurance complaints concerning domestic plumbing and heating emergencies;
Paul Kendall, head of our customer-contact division, on handling up to a million calls a year to the ombudsman’s consumer helpline; and 
chief ombudsman (interim), David Thomas, on dealing with increased numbers of complaints

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/83/83.htm

Consultation opens today on the Financial Ombudsman Service's corporate plan and budget for 2010/11:

http://www.financial-ombudsman.org.uk/publications/pb10/index.html

The Financial Ombudsman Service today publishes for public consultation its proposed budget for next financial year (2010/11) – together with an update on the numbers and workload for the current financial year (2009/10).

The budget sets out how the ombudsman service plans to gear up to resolve a forecast 27% increase in the number of disputes in the 2010/11 financial year.

This will involve the ombudsman settling a record 210,000 complaints from consumers unhappy with their treatment by financial firms. This compares with the 165,000 consumer complaints that the ombudsman expects to resolve in the current financial year – itself a 44% increase on the previous year.

The further substantial increase in the volume of new cases expected to be referred to the ombudsman in 2010/11 – rising to 190,000 – takes account of initial forecasts from the financial services industry and largely reflects the continued impact of the recession.

Meanwhile, the total number of new cases brought by consumers to the ombudsman in the current financial year (2009/10) looks likely to exceed by 11% the figure of 150,000 in the budget. This reflects continued higher levels of complaints about payment-protection insurance (PPI) than originally anticipated (42,700 PPI complaints now forecast for 2009/10, compared with a figure of 25,000 in the budget).

The number of PPI complaints referred to the ombudsman service is expected to continue to rise to 46,000 cases in 2010/11. Other areas where growth in complaint numbers is expected in 2010/11 are banking (forecast to increase by 16% to 85,000 cases) and consumer credit (forecast to increase by 55% to 10,200 cases).

This continued growth in the ombudsman's workload will involve an increase in operating costs from £96.6m (forecast for 2009/10) to £113.5m (in 2010/11). This includes the cost of 300 additional casework staff needed to help resolve the expected 210,000 complaints.

The ombudsman service's unit cost – its average cost of handling a case, taking all overheads into account – is forecast at £587 for the current year (2009/10) and is expected to fall by 8% to £540 in 2010/11.

This means that the total levy to be paid by the financial services industry in 2010/11 – raising 20% of the ombudsman service's funding – can be frozen at the amount levied in 2009/10. And the case fee – paid by those financial firms that have four or more disputes referred to the ombudsman service during the year, and meeting the other 80% of the ombudsman service's funding requirement – will also be held down at the previous year's rate of £500.

For more details see:

http://www.financial-ombudsman.org.uk/publications/pb10/index.html

The board of the Financial Ombudsman Service today announced that it has appointed Natalie Ceeney CBE as chief ombudsman and chief executive – to succeed Walter Merricks who stepped down in October 2009 after ten years in the post.

For more details please see:

http://www.financial-ombudsman.org.uk/news/updates/new-chief-ombudsman-appointed.html


Issue 82 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:

complaints case-studies showing the difference between direct debits, standing orders and continuous-payment authorities;
motor insurance disputes involving keys left in cars;
an interview with Jane Hingston, lead ombudsman for banking and credit, about her work on consumer-credit complaints; and 
chief ombudsman (interim), David Thomas, on the season of grievances and goodwill.

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/82/82.htm

Issue 81 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:

complaints about debt-collecting businesses;
mortgage case studies involving disputes over valuations;
a welcome to money-transfer operators, covered by the ombudsman service since 1 November 2009; and 
chief ombudsman (interim), David Thomas, on how the ombudsman is tackling a growing workload and getting tough where slow responses hold us up.

Clicking on the link below will take you to “Ombudsman news”

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/81/81.htm
 

Printed copies are being posted out shortly. For additional copies, please email:
publications@financial-ombudsman.org.uk (phone 020 7964 0092)

Issue 80 of “Ombudsman news”, now available on the Financial Ombudsman Service website, features:

insurance disputes involving claims for unemployment or sickness benefit
complaints about bonds
Walter Merricks in conversation with journalist, Neasa MacErlean – as he prepares to step down after ten years as chief ombudsman

Clicking on the link below will take you to “Ombudsman news”:

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/80/80.htm

Printed copies are being posted out shortly. For additional copies, please email:
publications@financial-ombudsman.org.uk (phone 020 7964 0092)

Issue 79 of “Ombudsman news”, now available on the Financial Ombudsman Service website, looks at the impact of motoring on the ombudsman’s workload – and includes complaints case-studies on:

hire purchase, leasing agreements and loans to buy cars;
motor insurance disputes about the quality of repairs and vehicle modifications.

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/79/79.htm

Printed copies are being posted out shortly. For additional copies, please email:
publications@financial-ombudsman.org.uk (phone 020 7964 0092)

The Financial Ombudsman Service today makes available for the first time a range of complaints data relating to individually named financial businesses - including banks, insurance companies and investment firms.
 

The data includes the number of complaints received about individual businesses - and the percentage of complaints upheld by the ombudsman service in favour of consumers.

For more details see:
http://www.financial-ombudsman.org.uk/news/updates/complaints-data-Jan-Jun-09.html

Issue 78 of “Ombudsman news”, now available on the Financial Ombudsman Service website, covers:

claiming back payments made with plastic cards;
complaints involving stockbroking, foreign currency exchange and spread-betting;
work on “transparency and openness” at the ombudsman service; and 
Walter Merricks, chief ombudsman, on proposals for financial reform – and redress.

Clicking on the link below will take you to “Ombudsman news”:

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/78/78.htm

Issue 77 of “ombudsman news”, now available on the Financial Ombudsman Service website, covers:

financial disputes involving the use of the internet;

recent complaints about private medical insurance;

frequently-asked questions about the ombudsman service; and

Walter Merricks, chief ombudsman, on responsibilities, obligations and rights in relation to complaints about financial services.
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/77/77.htm

Printed copies are being posted out shortly. For additional copies, please email:
publications@financial-ombudsman.org.uk


Walter Merricks, chief ombudsman at the Financial Ombudsman Service, announced today that he would be stepping down – after ten years in the post. For more details, please see:

http://www.financial-ombudsman.org.uk/news/updates/wmerricks.html

Ombudsman service publishes annual review of personal finance disputes
 
The Financial Ombudsman Service – the independent organisation that settles disputes between consumers and financial companies – today publishes its annual review for the 2008/09 financial year and reports that it:

Handled 789,877 consumer enquiries and a record 127,471 new complaints.
Resolved 113,949 disputes – a 14% annual increase – with the ombudsman's involvement resulting in compensation for consumers in 57% of cases.
Saw the number of complaints about mortgages, credit cards and consumer credit rise by 34%, and insurance disputes increase by 84% – while complaints about mortgage endowments fell by more than half.

More details available online at:
http://www.financial-ombudsman.org.uk/news/updates/annual-review-2009.html

Issue 76 of “ombudsman news”, now available on the Financial Ombudsman Service website, includes:

Case studies involving the transfer of money abroad – and associated currency exchange;

A selection of recent travel-insurance complaints; and

Walter Merricks, chief ombudsman, on the price of cut-backs by financial services businesses in their customer-service operations.
 
Clicking on the link below will take you to “ombudsman news”: 
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/76/76.htm

Issue 75 of “Ombudsman news”, now available on the Financial Ombudsman Service website, includes:

Consumer credit complaints – some recent case studies;

“Taking forward the ombudsman’s accessibility and transparency agenda” – an article about the discussion group that is helping with our ongoing plans in this area of our work;

Some recent case studies involving household contents insurance; and

Walter Merricks, chief ombudsman, on the importance of effective complaints-handling by financial firms, to help re-build trust in difficult times.

Clicking on the link below will take you to “Ombudsman news”:
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/75/75.htm

The Financial Ombudsman Service today publishes for consultation its proposed budget for next financial year (2009/10).

The budget sets out how the ombudsman plans to gear up to resolve a forecast 44% increase in the number of disputes in the 2009/10 financial year. This will involve the ombudsman settling a record 165,000 complaints from consumers unhappy with their treatment by financial firms. This compares with the 115,000 consumer complaints that the ombudsman expects to resolve in the current financial year.

More details on the ombudsman website at:
http://www.financial-ombudsman.org.uk/news/updates/corporate_plan_and_09-10_budget.html

Issue 74 of “ombudsman news”, now available on the Financial Ombudsman Service website, includes:

a selection of recent complaints involving older consumers;

ombudsman focus on the Payment Services Directive and the ombudsman;

complaints made by small businesses about financial services and products; and

Walter Merricks, chief ombudsman, on the challenges in handling large volumes of complaints, driven by consumer campaigns and all involving the same financial product or problem.

Clicking on the link below will take you to “ombudsman news”
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/74/74.htm

Issue 73 of “ombudsman news”, now available on the Financial Ombudsman Service website, includes:

investment case studies involving endowment savings plans;
ombudsman focus on plans to publish complaint data;
household insurance disputes involving incidents that happened outside the home; and Walter Merricks, chief ombudsman, on turbulence in financial markets and how this may impact on the ombudsman service.

Clicking on the link below will take you to “ombudsman news”.
http://www.financial-ombudsman.org.uk/publications/ombudsman-news/73/73.htm

Meet us out and about as we take part in trade-shows and consumer events in the next few months:
http://www.financial-ombudsman.org.uk/news/out-and-about.htm

The Financial Ombudsman Service today releases proposals on how it will implement its decision to publish data on the complaints it handles about named financial businesses.

This follows an independent report by Lord Hunt of the Wirral which recommended that greater transparency in complaints-handling should include the ombudsman making information publicly available about how individual financial businesses deal with complaints.

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