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news and outreach for 2010

news updates for 2010

Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec

December 2010

holidays without the hassle

31 December 2010

the latest ombudsman column in Choice magazine - the lifestyle magazine for people over 50 - focuses on how people taking a winter-break holiday can avoid insurance problems

season's greetings ...

22 December 2010

... and our opening hours over the festive season

student Grit in the Midlands

15 December 2010

the ombudsman features in the launch issue of Grit magazine - the lifestyle magazine providing information for students and younger people in the Midlands - as part of the ombudsman's ongoing work to raise awareness of how it can help get financial problems sorted

ombudsman news - issue 91

14 December 2010

  • 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

[issue 91 - PDF version opens in new window]

from Conwy to Cardiff

7 December 2010

following our involvement in this year's Eisteddfod and increased regional media coverage - including a recent feature in the Western Mail - one in five people in Wales can now actively name the ombudsman service as the organisation that gets financial problems sorted

online technical resource

2 December 2010

further information is added to the ombudsman service's online technical resource - covering the ombudsman's approach to insurance complaints involving accidental damage and extended warranties

raising the standard for an inclusive service

1 December 2010

as part of its commitment to accessibility, the ombudsman service supports the launch of the British Standards Institute's new standard, BS 18477, on the provision of inclusive services

November 2010

community advice in Essex

30 November 2010

the ombudsman service runs the latest in its series of training days for community and advice workers - with an event for consumer and voluntary groups in Essex

Treasury Select Committee evidence

26 November 2010

as part of its inquiry into financial regulation, the Commons Treasury Committee publishes further written evidence - including supplementary information from the ombudsman service, following initial written evidence and oral evidence given on 14 October by chief ombudsman, Natalie Ceeney, and principal ombudsman, Tony Boorman

into 2011 with Zee

26 November 2010

the ombudsman features in the winter issue of Zee magazine - as part of its continued awareness-raising work with Asian consumers

ombudsman forum for smaller businesses

25 November 2010

the ombudsman service hosts a forum - attended by representatives from 14 smaller-business trade-associations - as part of its work handling complaints both from and about smaller businesses

"can't pay, won't pay - and now no need to pay"?

24 November 2010

Jane Hingston, lead ombudsman, takes part as a panellist in the question-time session at the annual conference of the Money Advice Liaison Group (MALG) - which this year focuses on different types of debtors, as well as on issues of financial hardship and unaffordable lending

spread-betting complaints

22 November 2010

with the ombudsman service likely to deal with over 200 spread-betting complaints this financial year, we publish our approach to disputes involving spread-betting and contracts for difference (CFDs) - as part of our expanding online technical resource

household insurance question-time for businesses

18 November 2010

the ombudsman today hosts a seminar and question-time for insurance practitioners - on the ombudsman's approach to disputes involving contents insurance and buildings insurance

complaints-handling training for advice workers in the south east

17 November 2010

the ombudsman service runs the latest in its series of training-days for community advisers - with a training day for front-line community workers in Newbury

Pride magazine

12 November 2010

the ombudsman features in the latest issue of Pride, the lifestyle magazine for Black African and Caribbean women, as part of the ombudsman service's ongoing work to raise awareness of the service with the Black African and Caribbean community

complaints-handling training for advice workers in the North West

10 November 2010

the ombudsman goes to Liverpool to provide complaints-handling training for community and advice workers

ombudsman news - issue 90

9 November 2010

  • 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.

[issue 90 - PDF version opens in new window]

transfers, payments and cheques

5 November 2010

the ombudsman service's online technical resource is further expanded with information about the ombudsman's general approach to banking transfers, payments and cheques

keep on top of credit

4 November 2010

the ombudsman focuses on credit in the latest issue of Retirement Today [PDF format] - the lifestyle magazine for people approaching or enjoying retirement - featuring information on the role of the ombudsman

subsidence

1 November 2010

the ombudsman service's online technical resource is further expanded with information about the ombudsman's general approach to buildings insurance disputes involving subsidence

October 2010

"handling complaints" conference

27 October 2010

over a hundred financial services practitioners take part in today's ombudsman conference for complaints handlers in London - covering topics such as compensation for distress, inconvenience and other non-financial loss; compensation for being "deprived" of money and for investment loss; and good practice in complaints handling

new publication aimed at councillors and MPs

22 October 2010

following positive feedback on our mini-guide for advice workers [PDF format], the ombudsman produces a similar mini-guide for elected representatives [PDF format] - giving a brief introduction to the role of the ombudsman for councillors, MPs etc

director of finance and performance

21 October 2010

the ombudsman service is recruiting for a high-calibre top-performing director of finance and performance [Financial Times job advert in PDF format] to complete the executive team

chief ombudsman on learning from complaints

21 October 2010

chief ombudsman, Natalie Ceeney, speaks to the Insurance Institute of London about learning from complaints

Ade Adepitan and disability awareness at the ombudsman

20 October 2010

wheelchair basketball player Ade Adepitan - gold-medallist at the 2005 Paralympic World Cup - visits the ombudsman service to launch the ombudsman's latest disability-awareness and customer-service programme - run in partnership with eight disability, mental health and wellbeing charities, including the Samaritans, British Dyslexia Association and Alzheimer's Society

financial mutuals, complaints and the ombudsman

19 October 2010

chief ombudsman, Natalie Ceeney, speaks at Association of Financial Mutuals conference on why effective and well-managed complaints-handling is crucial

Treasury Select Committee

14 October 2010

chief ombudsman, Natalie Ceeney, and principal ombudsman, Tony Boorman, go to Parliament today - to give evidence to the Treasury Select Committee as part of its inquiry into financial regulation

ombudsman on the road

12 October 2010

the ombudsman takes part in the international caravan and motorhome show at Birmingham NEC - to raise awareness of the service and help consumers nip problems in the bud relating to caravan insurance and goods bought with credit

back to college and university

11 October 2010

the ombudsman features in this year's What's On Student Guide and the latest issues of Source and End of Term - lifestyle magazines providing information for students on a range of areas, including money matters - as part of the ombudsman's ongoing awareness-raising work with younger people and students

travel insurance complaints in Northern Ireland

11 October 2010

the ombudsman service's David Cresswell takes part in BBC Radio Ulster's round-table on travel insurance complaints

legal action on payment protection insurance (PPI)

8 October 2010

the ombudsman will continue as normal to handle consumers' complaints about payment protection insurance - despite the legal action ("judicial review") launched today by the British Bankers Association (BBA) against the FSA and the Financial Ombudsman Service on the approach to PPI complaints handling

"introducing the ombudsman" to businesses in Manchester

8 October 2010

the ombudsman is in Manchester hosting another in our series of regional events for smaller businesses - who are less likely to get complaints or to be aware of the role of the ombudsman as part of the complaints procedure

handling health insurance complaints

7 October 2010

lead ombudsman, Caroline Mitchell, talks about health insurance complaints - to insurance brokers and IFAs at the COVER Protection and Health Insurance Forum 2010

working with community advisers in Scotland

6 October 2010

the ombudsman service runs the latest in its series of events for advice workers - with a training-day in Edinburgh for front-line community workers

ombudsman news - issue 89

5 October 2010

  • complaints involving legal expenses insurance;
  • disputed debit card transactions;
  • an interview with our new operations director, Simon Rouse; and 
  • Natalie Ceeney, chief executive and chief ombudsman, on the next stages in our annual planning cycle

[issue 89 - PDF version opens in new window]

September 2010

black history month

4 October 2010

as part of the ombudsman service's ongoing work to raise awareness of the service with the Black African and Caribbean community, the ombudsman is working in partnership with key lifestyle magazines Pride and Black Hair

FSA consults on changes to complaints-handling rules

30 September 2010

the Financial Services Authority (FSA), the regulator, consults on changes to the complaints-handling rules as part of a package of measures to drive up standards of complaints handling by financial businesses - including proposals to raise the maximum compensation the ombudsman can tell businesses to pay, from £100,000 to £150,000

regional radio and the ombudsman

30 September 2010

the ombudsman service's Emma Parker is interviewed today by BBC Radio Devon and Radio Plymouth in the South West and by BBC Radio Suffolk in the South East - highlighting the role of the ombudsman service to listeners in these regions

Plymouth training day

30 September 2010

the ombudsman service runs the latest in its series of training-days for community and advice workers around the UK - with an event for consumer and voluntary groups in the South West

ask the expert

29 September 2010

the ombudsman service's Peter Cook joins the expert panel of Savvy Woman - the money matters website for women - providing information to help people nip financial complaints in the bud

consumer credit conference

28 September 2010

the ombudsman speaks at LexisNexis' consumer credit law conference - about complaints involving payment protection insurance

non-executive directors now being recruited

27 September 2010

applications are invited [job ad and specification in PDF format] from appropriately experienced and qualified candidates to join the board of the Financial Ombudsman Service as non-executive directors

disputed transactions

27 September 2010

information about the ombudsman's approach to resolving complaints about disputed transactions - involving plastic cards, cheques and internet banking - is added to the online technical resource

PPI complaints

23 September 2010

with complaints about payment protection insurance (PPI) continuing to make up a large proportion of the ombudsman's total workload, the ombudsman service hosts a forum for financial services businesses dealing with PPI complaints - to set out the ombudsman's long-published approach to PPI

working with community advisers in King's Lynn

22 September 2010

the ombudsman service runs the latest in its series of events for advice workers - with a training day in King's Lynn for front-line community workers across Norfolk

BBC Radio Newcastle

21 September 2010

the ombudsman service's Emma Parker is interviewed live on BBC Radio Newcastle's breakfast programme this morning, providing information on the role of the ombudsman to listeners in the North East

motor insurance: repairs to vehicles

16 September 2010

our online technical resource is further expanded - with information about the ombudsman's approach to complaints where consumers are unhappy with how an insurer has handled the repair of their vehicle

ombudsman releases latest complaints data on individual financial businesses

14 September 2010

ombudsman at Citizens Advice annual conference

14 September 2010

the ombudsman service is taking part in the Citizens Advice annual conference in York - involving more than 1,000 delegates from citizens advice bureaux across England and Wales - to highlight the ombudsman's role and resources available to front-line advice workers

"introducing the ombudsman" to businesses in Birmingham

13 September 2010

the ombudsman is in Birmingham hosting another in our series of regional events for smaller businesses - who are less likely to get complaints or to be aware of the role of the ombudsman as part of the complaints procedure

back to school

10 September 2010

the ombudsman features in the latest issue of Every Child [PDF format] - the annual guide for parents with children starting school in England and Wales- as part of its outreach work with young families

complaints-handling training for advice workers in the North East

9 September 2010

the ombudsman goes to Newcastle to provide complaints-handling training for community and advice workers

financial hardship and unaffordable lending

9 September 2010

our online technical resource is further expanded with information about the ombudsman's approach to complaints involving financial hardship and unaffordable lending related to consumer debt (for example, current account overdrafts, credit card debts, loans and hire purchase)

Citizens Advice Scotland

1 September 2010

the ombudsman takes part in Citizens Advice Scotland's annual conference - as part of its work with front-line community and advice workers

 

August 2010

ombudsman news - issue 88

31 August 2010

  • disputes over the quality of repairs arranged as part of an insurance claim;
  • a reminder of our approach to mortgage-underfunding cases;
  • complaints data - how, why and what we will be publishing this September; and
  • Natalie Ceeney, chief executive and chief ombudsman, taking stock of recent trends in our workload - and focusing on our strategic plans for the future

[issue 88 - PDF version opens in new window]

Bradford Community Broadcasting

26 August 2010

the ombudsman service's Emma Parker is interviewed on the drivetime show on Bradford Community Broadcasting Radio providing information on the role of the ombudsman to listeners in Yorkshire and the Humber

"subject access requests"

25 August 2010

as part of the section of our website on "freedom of information and data protection", we explain how people can access personal information about them that we process as part of our work - by making a "subject access request" under the Data Protection Act

working with community advisers in Bradford

24 August 2010

the ombudsman service runs the latest in its series of events for community advisers - with a training day for front-line community workers in Bradford

don't get caught out at the cashpoint

19 August 2010

the ombudsman features in the latest issue of Retirement Today [pdf format] - the lifestyle magazine for people approaching or enjoying retirement - focusing on cashpoint complaints, including top tips on how to avoid getting caught out when you take cash out

National Complaints Day

13 August 2010

the ombudsman is taking part in this year's National Complaints Day, giving help and tips on how to nip a financial problem in the bud and get your complaint taken seriously

warning! fraudulent emails claiming to be from the ombudsman ...

11 August 2010

training for Glasgow advice workers

11 August 2010

our latest regional-training day for front-line advice and community workers takes place today at Hampden Park, Scotland's national stadium

FSA and payment protection insurance (PPI)

10 August 2010

the Financial Services Authority (FSA) confirms package of measures on PPI - including guidance to ensure complaints are handled properly in line with the ombudsman's approach

In the Money

6 August 2010

the ombudsman features in the first issue of In the Money in County Durham - the money advice guide for consumers living in the North-East - as part of our ongoing work to raise awareness of the ombudsman service

Eisteddfod

2 August 2010

am y tro cyntaf, bydd gwasanaeth yr ombwdsmon yn cymryd rhan yn Eisteddfod Genedlaethol Cymru ym Mlaenau Gwent (31 Gorffennaf - 7 Awst 2010)

for the first time, the Financial Ombudsman Service is taking part in the National Eisteddfod of Wales Festival in Blaenau Gwent (31 July - 7 August 2010)

technical information on calculating compensation

2 August 2010

our online technical resource is further expanded with information about the ombudsman's approach to calculating compensation for being "deprived" of money

 

July 2010

ombudsman news - issue 87

29 July 2010

  • insurance case studies involving travel or holidays;
  • cases where a bank incorrectly credits an account with money meant for someone else;
  • a snapshot of our complaint figures for the first quarter of this financial year; and
  • Natalie Ceeney, chief executive and chief ombudsman, on the information and insight to be gleaned from customer complaints.    

[issue 87 - PDF version opens in new window]

no such thing as free cash

29 July 2010

David Cresswell from the ombudsman service is interviewed by BBC Radio 2's drivetime programme about cases the ombudsman recently dealt with involving money mistakenly credited to bank accounts

training for south wales advice workers

29 July 2010

the ombudsman service runs the latest in its series of training-days for community and advice workers in Swansea

Swansea complaint-clinic

28 July 2010

Emma Parker from the ombudsman service is interviewed by radio stations Swansea Sound and The Wave - and talks about the ombudsman's face-to-face drop-in complaint-clinic for consumers in Swansea

BBC's travel week and the ombudsman

27 July 2010

as part of the BBC's focus on travel this week, the ombudsman service's Emma Parker is interviewed by Radio 1 news beat and BBC Working Lunch - providing information on the role of the ombudsman and how to get a travel-related problem sorted

Manchester training day

23 July 2010

the ombudsman service runs the latest in its series of training-days for community and advice workers around the UK - with an event for consumer and voluntary groups in the Manchester area

Financial Ombudsman Service appoints operations director

21 July 2010

payment protection insurance (PPI) case studies

20 July 2010

we update our online PPI resource with further case studies - showing our approach to complaints about the sale of regular-premium credit card PPI

travel and credit cards

19 July 2010

the ombudsman service is interviewed by BBC's The One Show about holidays taken out on credit cards - and what to do if something goes wrong

BBC Radio Wales

19 July 2010

the ombudsman service's Emma Parker is interviewed as part of BBC Radio Wales' focus on banks and customer service - with information on the role of the ombudsman and how consumers can get problems sorted

in retirement

16 July 2010

meet the ombudsman at the Retirement Show at London Olympia today and Saturday - with Peter Cook from the ombudsman service on the Your Money Matters panel chaired by Sarah Pennells of SavvyWoman

Money Box, the ombudsman and "continuous payment authorities"

10 July 2010

the ombudsman service's David Cresswell is interviewed on BBC Radio 4's Money Box about problems consumers bring to the ombudsman involving automatic payments made by "continuous-payment authorities"

insurance complaints

8 July 2010

lead ombudsman, Caroline Mitchell, speaks to over 100 representatives from across the insurance industry at the Association of British Insurers' complaint management seminar

technical data on redress for mis-sold pensions

7 July 2010

technical note updated with new assumptions (as from 1 July 2010) - for calculating redress for mis-sold pensions

handling customer complaints

5 July 2010

lead ombudsman, Caroline Mitchell, speaks at the Complaints in Financial Services event about handling complaints and the information available to businesses about the ombudsman's approach

ombudsman recruitment

4 July 2010

applications are invited [job ad in PDF format] from appropriately qualified and experienced experts to join the statutory ombudsman panel - helping to provide additional flexibility and resource in dealing with the rising demand for ombudsman decisions

ombudsman events for businesses

1 July 2010

the ombudsman launches its new series of events for businesses:

  • introducing the ombudsman seminars for smaller businesses and
  • handling complaints conferences for industry complaints-handlers

June 2010

student money advice

28 June 2010

the ombudsman takes part in the national conference of the Association of Student Money Advisers in Brighton - as part of work to help make the ombudsman more relevant to younger consumers who complain less and have least knowledge of their consumer rights

ombudsman news - issue 86

23 June 2010

  • misunderstandings about claims made under section 75 of the Consumer Credit Act;
  • some recent recession-related insurance complaints;
  • our latest annual review in a nutshell - the facts and figures we are most-often asked about; and
  • Natalie Ceeney, after three months as chief executive and chief ombudsman, planning for the ombudsman's next 10 years.

[issue 86 - PDF version opens in new window]

training for South East advice workers

23 June 2010

in partnership with Ashford Borough Council, our latest regional training-day for front line community and advice workers takes place today

Money Advice Scotland

22 June 2010

Natalie Ceeney, chief executive and chief ombudsman, gives a keynote speech to front-line money advisers at Money Advice Scotland's annual conference in Crieff

Family Life

18 June 2010

following on from national family week earlier this month, the ombudsman features in the latest issue of Family Life [PDF format] - the lifestyle magazine providing tips and information for parents in Scotland

banking and credit complaints

17 June 2010

lead ombudsman, Jane Hingston, hosts a seminar for businesses - to discuss complaints involving goods and services paid with credit and consumers who are in financial difficulties

talking about money problems

15 June 2010

the ombudsman joins over 100 exhibitors in Edinburgh at the Trading Standards Institute's annual conference - to talk about the problems consumers in financial difficulties face

summer with Zee

11 June 2010

the ombudsman service features in the summer issue of Zee magazine [pdf format] as part of its continued awareness-raising work with Asian consumers

PPI case studies

10 June 2010

we update our online PPI resource with a range of recent case studies - showing our approach to complaints about the sale of payment protection insurance (PPI)

training for West Midlands advice workers

10 June 2010

our latest regional-training day for front-line advice and community workers takes place in Wolverhampton today

meeting the ombudsman in Edinburgh

8 June 2010

lead ombudsman, Caroline Mitchell, talks to smaller financial businesses about handling complaints and how the ombudsman works - at our introducing the ombudsman seminar in Edinburgh

workingtogether

4 June 2010

the ombudsman adds new dates to its series of regional events, aimed at giving advice workers the opportunity to learn more about the ombudsman service and how we work

volunteer week

3 June 2010

the ombudsman service is proud to support its staff who volunteer for a wide-range of charities and community groups - at both a national and local level - as part of volunteer week

 

May 2010

on the front-line in Barrow in Furness

28 May 2010

the ombudsman's outreach team takes part in a regional training-day run by Consumer Direct for community and advice workers in the Barrow in Furness area

FSA introduces temporary rule - to give people with recent payment protection insurance (PPI) complaints more time to refer cases to the Financial Ombudsman Service

28 May 2010

new independent assessor appointed

24 May 2010

we're planning for our next decade ...

21 May 2010

the ombudsman service - ten years old this month - is recruiting for three top-level jobs - as part of the strategy to deliver an effective, customer-focused service over the next ten years

  • our advert [PDF format] in the appointments section of the Sunday Times
  • the video of chief ombudsman and chief executive, Natalie Ceeney, talking about change, challenge and opportunity at the ombudsman service - and the kind of people we're looking for, to join our senior team [high-resolution 04:23min video-clip]
  • job specifications for director of operations, director of finance and performance and chief technology officer

ombudsman service publishes annual review of personal finance disputes

19 May 2010

PINs in Northern Ireland

15 May 2010

David Cresswell from the ombudsman service joins Linda McAuley of BBC Northern Ireland's On Your Behalf and consumers visiting the ombudsman's stand at Belfast's Balmoral agricultural show to talk about PINs and plastic money

Balmoral Show

13 May 2010

the ombudsman takes part in Northern Ireland's largest annual three-day agricultural show in Belfast - as part of our ongoing work to raise consumer awareness of the ombudsman service

Northern Ireland radio

12 May 2010

Emma Parker from the ombudsman service is interviewed on BBC Radio Foyle and Radio West Q101.2FM, to help raise awareness of the service and its work in Northern Ireland

training for advice workers in Northern Ireland

11 May 2010

our latest regional training-day for front-line advice workers takes place in Belfast today - as part of our Northern Ireland focus

money advisers in Harrogate

10 May 2010

the ombudsman joins delegates in Harrogate for the annual conference of the Institute of Money Advisers - the professional body for advisers working across the free money-advice sector in England, Wales and Northern Ireland

Northern Ireland focus 2010

5 May 2010

working alongside front-line consumer advice agencies, the ombudsman service will be in Belfast and Omagh next week - providing face-to-face drop-in clinics for consumers who have a problem that they can't sort out with a bank, insurance company or other finance firm

assessing investment suitability - and "with-profits" bonds

4 May 2010

our online technical resource is further expanded - with information on our approach to "with-profits" bonds and assessing the suitability of investments

 

April 2010

ombudsman news - issue 85

29 April 2010

  • 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

[issue 85 - PDF version opens in new window]

ombudsman's newly-established industry steering-group meets for first time

28 April 2010

Radio 4 Money Box and how to complain

28 April 2010

David Cresswell from the ombudsman service takes part in a Money Box Live discussion on how to complain

training for advice workers in York

27 April 2010

our latest regional training-day for front-line advice workers takes place in York today - as part of our outreach work with trusted advisers in the community

You and Yours on mortgage complaints, claims-management companies and the ombudsman

26 April 2010

David Cresswell from the ombudsman service talks on Radio 4 You and Yours about what consumers should do if they think they've been mis-sold a mortgage

ombudsman talks to travel insurance intermediaries

21 April 2010

Tony Boorman, principal ombudsman, speaks at the Association of Travel Insurance Intermediaries' annual conference

ombudsman at Naidex independent living show

20 April 2010

the ombudsman takes part in Naidex at Birmingham NEC - as part of our ongoing work to raise awareness of our service with disabled consumers

complaints handling and banks

19 April 2010

Tony Boorman, principal ombudsman, speaks at the British Bankers Association's complaints seminar

BBC Money Talk with Natalie Ceeney

15 April 2010

new chief executive of the ombudsman service, Natalie Ceeney, explains to BBC online what consumers can do if things go wrong and they want to complain about financial services

looking forward

9 April 2010

the ombudsman features in the latest edition of Forward [PDF Format] - the Spinal Injury Association's magazine providing advice to people with spinal cord injuries - as part of the ombudsman's ongoing work to raise awareness of the service with disabled consumers

gadgets and gizmos

7 April 2010

meet the ombudsman at the Gadget Show Live at Birmingham NEC - part of the ombudsman's outreach-work with younger people who spend a lot (and borrow more on credit)

accessibility and transparency - latest update

1 April 2010

two years after Lord Hunt completed his review into the accessibility and transparency of the ombudsman service, the ombudsman publishes its latest quarterly update [opens in PDF format] on progress made on opening up and reaching out to customers


March 2010

ombudsman video for smaller businesses

31 March 2010

ombudsman staff talk about their work - and explain the complaints-handling process - in a video made specially for smaller businesses that rarely get customer complaints and have little direct contact with the ombudsman service

freedom of information

30 March 2010

Justice Minister announces extension of the Freedom of Information Act to cover the ombudsman service

Northern Irish credit unions

30 March 2010

government consults on bringing credit unions in Northern Ireland under FSA regulation - and so under the ombudsman's remit

hospital radio and the financial ombudsman

29 March 2010

as part of hospital radio broadcasting week (27 March - 5 April 2010) hospital radio stations across the UK are broadcasting information [audio format] about the ombudsman service - to help raise consumer awareness of the ombudsman and its independent role in sorting out financial complaints

ombudsman's budget for 2010/2011 finalised and approved

26 March 2010

budget agreed for the ombudsman service's financial year starting 1 April 2010 - with feedback from the recent public consultation on the budget and corporate plan

ombudsman launches new standard forms for all PPI complaints

26 March 2010

following consultation with consumer and financial-services stakeholders, the ombudsman launches the payment protection insurance consumer questionnaire and business response form - to help make the process for handling PPI complaints across the financial-services sector more efficient, co-ordinated and consistent

08000 234 567

25 March 2010

to help make the service more accessible, the ombudsman launches a new easily-memorable number for its consumer helpline - 08000 234 567 (free for people phoning from a landline) - to run alongside the existing number (0300 123 9 123 - free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)

mortgage complaints

23 March 2010

David Thomas, principal ombudsman, gives the keynote address at the Council of Mortgage Lenders' seminar on mortgage complaints

older consumers in the north west

19 March 2010

the ombudsman takes part in panel discussions at the two-day Retirement Show in Manchester

ombudsman news - issue 84

18 March 2010

  • 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

[issue 84 - PDF version opens in new window]

older people and money problems

18 March 2010

lead ombudsman, Caroline Mitchell, joins a panel of speakers at Age Concern's Agenda for later life 2010 event - to discuss the importance of correct money guidance in retirement

responsible lending

17 March 2010

lead ombudsman, Caroline Mitchell, talks about the ombudsman's experience of complaints involving loans - at the CML's conference on responsible lending

collective redress

16 March 2010

chief ombudsman (interim), David Thomas, gives the ombudsman's perspective on "mass claims" - at the BBA's seminar on consumer collective redress

Able Magazine

12 March 2010

the ombudsman features in the latest edition of Able - the disability lifestyle-magazine - as part of the ombudsman's ongoing work to raise awareness of the service with disabled people

consumer complaints (emerging risks and mass claims) - joint discussion paper from the regulators and ombudsman

11 March 2010

keep covered in the cold

10 March 2010

the ombudsman features in the latest issue of Retirement Today [PDF format] - the lifestyle magazine for people approaching or enjoying retirement - focusing on cold-weather related motor-insurance claims

update on FSA and payment protection insurance (PPI)

9 March 2010

London Greek Radio

9 March 2010

Emma Parker is interviewed by Greek Radio's Maria Spyrou - to help raise awareness of the ombudsman and highlight the service's commitment to communicating with consumers in their preferred language

international women's day

8 March 2010

to mark international women's day, ombuds"women" feature in Women magazine [opens as pdf] - the lifestyle and wellbeing publication focusing on women's achievements - as part of the ombudsman's ongoing work to raise awareness of the service with younger women

You and Yours on money transfer

3 March 2010

David Cresswell from the ombudsman service talks on Radio 4 You and Yours about the role of the ombudsman in resolving complaints involving money-transfer businesses

complaints across Europe

1 March 2010

February 2010

independent assessor to retire - successor sought

26 February 2010

with Michael Barnes CBE due to retire as the ombudsman service's independent assessor in May 2010, the board of the Financial Ombudsman Service invites suitably qualified applicants [advert and job spec in PDF format] to apply for the job - which involves the consideration of complaints about the level of service in individual cases

ombudsman releases latest complaints data on individual financial businesses

25 February 2010

cash machine disputes in the north east

24 February 2010

David Cresswell from the ombudsman service takes part in BBC Radio Newcastle's focus on disputes involving cash machine transactions

training for advice workers in Hartlepool

24 February 2010

our latest regional training-day for front-line advice workers takes place in Hartlepool today - as part of our outreach work with trusted advisers in the community

Belfast boilers

20 February 2010

as the latest cold snap hits Northern Ireland, David Cresswell from the ombudsman service talks to BBC Belfast's On Your Behalf about boiler insurance complaints

warning! fraudulent phone calls claiming to be from the ombudsman service ...

19 February 2010

ombudsman news - issue 83

17 February 2010

  • 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

[issue 83 - PDF version opens in new window]

Yr Angor

12 February 2010

coverage of the ombudsman service in Yr Angor [PDF format], the Welsh language newspaper, as part of the ombudsman's on-going campaign to raise awareness of the service with consumers in Wales

The One Show and the ombudsman

11 February 2010

BBC's The One Show talks to Emma Parker from the ombudsman service about the complaints involving continuous payment authorities

ombudsman in Lincoln

10 February 2010

the ombudsman runs a training day for front-line advice workers in Lincoln - to hear first-hand about the financial problems experienced by people living locally

on the RADAR

9 February 2010

the ombudsman features in the Royal Association of Disability And Rehabilitation (RADAR)'s New Bulletin [PDF Format] - distributed to a wide network of charities and front-line organisations providing support and advice to disabled people

Shropshire seniors

8 February 2010

the ombudsman takes part in a discussion on BBC Radio Shropshire about banking problems and older people

banks and complaints

5 February 2010

the ombudsman hosts a forum for banks to:

  • talk about the types of complaints the ombudsman continues to see
  • discuss how banks plan to improve the handling of customer complaints and
  • reduce the number of unnecessary referrals to the ombudsman

training for advice workers in North Wales

3 February 2010

our latest regional training-day for front-line advice workers takes place in Llandudno today - as part of our outreach work with trusted advisers in the community

  • gwasanaeth i bawb: cyflwyniad i'r ombwdsmon (a service for everyone ...)

boiler trouble

1 February 2010

David Cresswell from the ombudsman service talks on Radio 4 You and Yours about disputes involving boiler insurance

 

January 2010

ombudsman recruitment

24 January 2010

as the ombudsman service gears up for an increased caseload, suitably qualified applicants are sought [job ad in PDF format] to join the statutory panel of ombudsmen

ombudsman in Stoke-on-Trent

20 January 2010

the ombudsman talks to front-line advice workers today about the types of complaints it sees and how the ombudsman can help consumers who turn to advice agencies for support

standardising PPI complaint forms

19 January 2010

as part of its work on payment protection insurance (PPI), the ombudsman hosts a forum for consumer groups, claims-management companies and financial businesses - to discuss proposals for standardising PPI complaint forms

financial hardship in Northern Ireland

19 January 2010

David Cresswell from the ombudsman service takes part in BBC Northern Ireland's focus on debt - explaining the role of the ombudsman in resolving financial hardship disputes

warning! fraudulent emails claiming to be from the ombudsman ...

18 January 2010

training for advice workers in East London

14 January 2010

our latest regional training-day for front-line advice workers takes place at University of East London today - as part of our outreach work with trusted advisers in the community

financial ombudsman gears up for record 200,000 complaints - and freezes levy and case fee

12 January 2010

consultation opens on ombudsman's corporate plan and budget for 2010/11

new chief financial ombudsman appointed

11 January 2010

leaving your engine running while you de-ice your car?

7 January 2010

see recent case studies showing the ombudsman approach to insurance disputes involving cars stolen while left "unattended"

who uses this website?

4 January 2010

based on recent responses to our online survey:

  • 39% of people were on our website for the first time and 61% were return visitors
  • 49.3% were male, 50.7% female and 89.9% white
  • 74% were consumers, 20% businesses and 6% researchers
  • 4 out of 10 users came via a Google search

news updates for 2009 »

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