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news and outreach for 2011

news updates for 2011

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

December 2011

Money Box and Christmas complaints

28 December 2011

David Cresswell from the ombudsman service takes part in Radio 4's Money Box Live Christmas phone-in - on consumer rights and how to get things put right if there's a problem

the ombudsman's money tips for the new year

26 December 2011

as part of the ombudsman's work to reach people who might not be aware of their rights if they have a money problem they can't sort out, the ombudsman shares new year money tips across a range of publications including The New Black Magazine

community Christmas

20 December 2011

the ombudsman service's Emma Parker takes part in the christmas extravaganza show on Birmingham's community radio, Switch - providing festive finance-themed tips and highlighting the ombudsman's role in getting problems sorted

MPs drop in for Christmas

13 December 2011

the ombudsman service hosts a "complaints advice-surgery" in Parliament - with over 40 MPs dropping in to discuss their constituents' financial complaints and how best to sort them

PPI complaints in Essex

13 December 2011

David Cresswell from the ombudsman service takes part in a phone-in and discussion on BBC Radio Essex - about complaints involving payment protection insurance (PPI) and how consumers can best get PPI problems sorted

Rip-off Britain

6 December 2011

the ombudsman features in the new season of BBC1's Rip-off Britain, including interviews on sorting out a range of financial problems – and in the series guide to getting a good deal

countdown to Christmas with the ombudsman

1 December 2011

festive finance tips from the ombudsman feature in Black Hair and Family Life magazines - as part of our ongoing work to raise awareness of the ombudsman with consumers who know less about us

meeting smaller businesses in South Wales

1 December 2011

as part of our series of seminars for smaller businesses, our lead ombudsman, Caroline Mitchell, explains the role of the ombudsman - and how handling complaints well is part of good customer service - to 50 smaller businesses from the Cardiff area, including financial advisers, debt collection agencies and insurance brokers

November 2011

ombudsman on The Hub

28 November 2011

the ombudsman is interviewed on The Hub - a news and current affairs programme by and for deaf people - about how to get a financial complaint sorted, the ombudsman's role and how the ombudsman service can provide information in a range of languages and formats

recruiting heads of casework

28 November 2011

we're recruiting heads of casework - with the brightness, energy and proven experience in managing complex, high-powered operations

Sir Nicholas Montagu appointed as chairman

23 November 2011

"Arch cru"-related decision

22 November 2011

in a provisional decision upholding a consumer's complaint about an intermediary's advice to invest in an "Arch cru"-related fund, the ombudsman sets out his general approach to this kind of case – and explains how we propose to take into account compensation available under FSA's "s404" package for investors

talking credit in Parliament

22 November 2011

ombudsmen Tony Boorman and Jane Hingston talk about nipping consumer credit problems in the bud - at a seminar for MPs hosted by Lorely Burt MP with representatives from Citizens Advice and the Finance & Leasing Association (FLA)

"handling complaints" in Birmingham

22 November 2011

we run the latest in our series of conferences for financial services complaints handlers - with an event for over 70 industry practitioners from across the Midlands, covering topics such as compensation for distress and inconvenience, redress for being "deprived" of money and for investment loss and good practice for complaints handlers

ombudsman news - issue 98

21 November 2011

  • 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.

[issue 98 - PDF version opens in new window]

ombudsman recruitment

20 November 2011

open mind, cool head and solid judgement?
we're recruiting ombudsmen with proven experience and the right perspective - see job description for more details

warning! scam phone calls

18 November 2011

Swansea surgery

18 November 2011

the ombudsman service joins Age UK and Citizens Advice at Sian James MP's drop-in surgery at Hafod Community Centre, Swansea - helping consumers with money-related problems and giving tips on getting problems sorted

money matters for students!

17 November 2011

the ombudsman continues its awareness-raising work with younger people - working in partnership with the National Association of Student Money Advisers on a range of money-related tips as well as featuring in The Student Guide and Verge magazines

the ombudsman and Asian consumers

16 November 2011

the ombudsman service continues its awareness-raising work aimed at Asian consumers, including working throughout November with outreach partners across the Midlands

operations director

13 November 2011

we run a recruitment ad in the Sunday Times for an operations director - to manage the smooth running of the ombudsman service

training for community & advice workers in London

10 November 2011

our latest complaints-prevention training day for community and advice workers takes place in Southwark - for front-line consumer advisers from across London

more information in sign language

9 November 2011

as part of our range of information and resources in different languages and formats, we've added two new video-clips in British Sign Language:

ombudsman decisions and Money Box

5 November 2011

David Cresswell from the ombudsman service explains on Radio 4 Money Box what a "final decision" by an ombudsman means

ombudsman goes north east

3 November 2011

as part of our programme of outreach and complaints prevention, the ombudsman goes to Newcastle - to run the latest in our series of consumer-adviser training days for front-line community and advice workers in the north east

Saturday mornings

1 November 2011

our consumer helpline is now open from 9am to 1pm on Saturdays - for general advice and guidance on what to do if consumers have a complaint about a financial product or service

 

October 2011

ombudsman question time - accident, health & unemployment cover

27 October 2011

the ombudsman hosts a question time for businesses that handle customer complaints relating to personal accident, income protection, critical illness and unemployment claims - a topic recently covered in ombudsman news

ombudsman outreach

25 October 2011

the latest issue of Disability Magazine features money-related tips from the ombudsman's Caroline Wells, as part of our ongoing work with disabled people - with research showing 22% of people bringing complaints to the ombudsman describing themselves as disabled

doing it themselves in Northern Ireland

22 October 2011

David Cresswell from the ombudsman service tells On Your Behalf, BBC Ulster's flagship consumer programme, that consumers don't need to use a claims company to complain about payment protection insurance (PPI) - and are just as likely to win by doing it themselves for free

chief ombudsman on consumer credit complaints

20 October 2011

Natalie Ceeney, chief ombudsman, talks about consumer credit complaints and the role of the ombudsman - at the Finance and Leasing Association's annual consumer finance conference

government minister visits ombudsman

19 October 2011

working with Warwickshire advice agencies

19 October 2011

working with Legal Advice Warwickshire, the network of free Midlands-based advice agencies, the ombudsman service helps train community and advice workers on complaints prevention and the role of the ombudsman

ombudsman news - issue 97

18 October 2011

  • financial disputes brought to the ombudsman by students;
  • the ombudsman's complaints statistics for the last quarter; and
  • Natalie 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

[issue 97 - PDF version opens in new window]

ombudsman in Ipswich

18 October 2011
our latest regional training day for front-line advice and community workers takes place today in Ipswich in partnership with Suffolk County Council

credit unions in Northern Ireland

18 October 2011
with credit unions in Northern Ireland coming under the ombudsman's remit for the first time from 31 March 2012, we highlight the services and resources available to help prepare for the change

ombudsman on the road

14 October 2011

the ombudsman takes part in the international motorhome and caravan 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

Watchdog and bank accounts

13 October 2011
David Cresswell from the ombudsman service talks on BBC Watchdog about the type of bank account problems the ombudsman sees

motoring in Parliament

12 October 2011

ombudsman, Juliana Campbell, talks about the ombudsman service's approach to disputes involving motor finance - as part of a seminar on motor standards organised by the Trading Standards Institute and the Finance & Leasing Association for the Parliamentary All Party Group on Consumer Affairs and Trading Standards

ombudsman in Glasgow

6 October 2011

the ombudsman service runs the latest in our series of consumer-adviser training days - for front-line community and advice workers in Glasgow

Gwyn Burr appointed to the board

6 October 2011

the Leveson Inquiry

5 October 2011

principal ombudsman, Tony Boorman, explains how the Financial Ombudsman Service operates - at the briefing on "regulatory models" held as part of the Leveson Inquiry into the culture, practices and ethics of the press

meeting building societies

4 October 2011

the ombudsman service takes part in the Building Societies Association's customer relations seminar - to explain the ombudsman's approach to complaints involving mortgage arrears and financial hardship

debate on "compensation culture"

3 October 2011

Natalie Ceeney, chief ombudsman, takes part in a debate on "compensation culture" with ABI and Which?

Radio 4 Money Box and travel insurance disputes

1 October 2011

BBC Radio 4's Money Box asks David Cresswell from the ombudsman service about the ombudsman's approach to travel insurance disputes involving the cancellation of a holiday

 

September 2011

new factsheet on current-account charges

30 September 2011

new factsheet now available on current-account charges - for consumers complaining about bank charges applied to their current account - as part of our series of consumer factsheets

outreach, publishing decisions and the ombudsman

21 September 2011

the ombudsman service hosts a workshop with Age UK, the Institute of Equality and Diversity, Mind and RADAR to discuss accessibility, outreach and the proposals to publish ombudsman decisions

ombudsman and Manchester shoppers

17 September 2011

the ombudsman service takes part this weekend in BBC Rip Off Britain's roadshow at the Trafford shopping mall, Manchester - joining Savvy Woman, Trading Standards and Which?, helping people get financial problems sorted

BBC Watchdog on claims-management companies and the ombudsman

15 September 2011

interviewed on BBC Watchdog, principal ombudsman Tony Boorman says, "If you want to make a complaint about payment protection insurance, it really is straightforward - and it's certainly something that I'd advise you can do yourself"

ombudsman news - issue 96

15 September 2011

  • complaints involving e-money
  • the ombudsman's response to business feedback on how we can improve our service
  • Natalie Ceeney, chief ombudsman, on forecasting what will impact on our workload - for the next financial year and the second half of this one

[issue 96 - PDF version opens in new window]

ombudsman gives evidence to parliamentary committee

15 September 2011
chief ombudsman, Natalie Ceeney, gives evidence in Parliament to the joint committee of MPs and Peers, who are scrutinising how the draft Financial Services Bill will protect consumers

critical illness

14 September 2011

the ombudsman joins IFAs, journalists and industry leaders - to discuss the types of complaints we see about critical illness insurance

ombudsman at Citizens Advice annual conference

14 September 2011

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

publishing ombudsman decisions

9 September 2011

we launch a discussion on the practical issues and next steps involved in publishing ombudsman decisions - following government proposals for legislative change to underpin this approach

ombudsman in Bristol

9 September 2011

the ombudsman service runs the latest in our series of consumer-adviser training days - for front-line community and advice workers in Bristol

banking on customer service

7 September 2011

ombudsman, Jane Hingston, takes part in FSA's forum on banking and customer service - covering issues such as branch-staff training on powers of attorney and consumer complaints about interest rates

ombudsman releases latest complaints data on individual financial businesses

6 September 2011

meeting smaller businesses in Newcastle upon Tyne

6 September 2011

as part of our series of free seminars for smaller businesses, our lead ombudsman, Caroline Mitchell, explains the role of the ombudsman - and how handling complaints well is part of good customer service - to representatives from over 50 smaller businesses, including financial advisers, debt collection agencies and insurance brokers

gathering in Gunnersbury

2 September 2011

mela is Sanskrit for "gathering" - and this weekend the ombudsman joins thousands of visitors gathering at the London mela in Gunnersbury Park, West London - as part of the service's work to maintain awareness of consumer rights and the ombudsman among Asian consumers

 

August 2011

Northern Ireland credit unions

31 August 2011

The FSA and HM Treasury consult on bringing credit unions in Northern Ireland under FSA regulation - and the Financial Ombudsman Service's remit - from 31 March 2012

FSA and Arch cru

31 August 2011
following the FSA's latest update on Arch cru, the ombudsman has written [ letter] to all consumers and businesses who have Arch cru-related complaints with the ombudsman service

ombudsman on drive time

24 August 2010

David Cresswell from the ombudsman service is interviewed on BBC Radio 5 Live's drive time - about payment protection insurance (PPI) and the ombudsman's long-held approach to PPI complaints

keep your finances fit!

19 August 2011

the ombudsman features in the latest issue of Retirement Today - the lifestyle magazine for people approaching or enjoying retirement - providing tips on how to get personal finances in shape this summer

hassle-free summer holidays

11 August 2011

Family Life, the lifestyle magazine for parents in Scotland, asks the ombudsman for money-related tips to help ensure hassle-free holidays - as part of the ombudsman service's outreach work with parents and families

ombudsman in Cardiff

4 August 2011

as part of our programme of outreach and complaints prevention, the ombudsman goes to Cardiff - to run the latest in our series of complaints-handling training days for front-line consumer advisers and community workers

ombudsman news - issue 95

2 August 2011

  • 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

[issue 95 - PDF version opens in new window]

July 2011

talking travel insurance

30 July 2011

Emma Parker from the ombudsman service talks on BBC Breakfast show about the ombudsman's approach to disputes involving travel insurance - and what consumers need to tell their insurer when taking out a travel policy

holidays without the hassle

29 July 2011

disability magazine, Able, asks chief ombudsman Natalie Ceeney for her tips on planning hassle-free holidays - as part of the ombudsman's ongoing work with disabled people

Arch cru

26 July 2011

following FSA's announcement on the £54 million package for CF Arch cru investors, the ombudsman has written to update all consumers and businesses who have Arch cru-related complaints with the ombudsman service

PPI complaints handling for businesses

21 July 2011

Caroline Wayman, principal ombudsman and legal director, talks about the ombudsman and complaints handling at the FSA's training session for businesses on the assessment and redress of payment protection insurance (PPI) complaints

meeting advice workers in Leeds

21 July 2011

as part of our continued outreach work with community and advice agencies, the ombudsman is in Leeds running another in our series of training-days for front-line community and advice workers

banks and claims-management companies

19 July 2011

at a BBA seminar on complaints handling, Tony Boorman, principal ombudsman, sets out five steps on how banks and claims-management companies can work together with the ombudsman - to help ensure fairer and more accessible complaints handling for consumers

On Your Behalf in Northern Ireland

16 July 2011

David Cresswell from the ombudsman service is a guest on BBC Northern Ireland's On Your Behalf - talking about complaints involving payment protection insurance (PPI) - and how consumers can complain themselves direct without paying for claims managers to do it for them

ombudsman at the 50+ Show

15 July 2011

as part of our outreach work with older consumers, Peter Cook from the ombudsman service takes part in a consumer question-time with SavvyWoman's Sarah Pennells at the 50+ Show

"handling complaints" conference in Glasgow

14 July 2011

the ombudsman runs the latest in its series of conferences for financial services complaints handlers - with an event for over 40 industry practitioners from Glasgow and the surrounding area - covering topics such as good practice in complaints handling and compensation for being "deprived" of money and for investment loss

household insurance disputes involving repairs

12 July 2011

as part of our online technical resource, we set out our general approach to settling disputes between consumers and insurers - about repairs carried out under household insurance policies

going for gold for equality

11 July 2011

the ombudsman is proud to announce that it has been awarded the "Gold Standard" by Committed 2 Equality, in recognition of its positive work culture and commitment to provide equal access to all its customers

technical data on redress for mis-sold pensions

7 July 2011

our technical note is updated with new assumptions (as from 1 July 2011) - for calculating redress for mis-sold pensions

a service for everyone

5 July 2011

the ombudsman hosts a training day in partnership with the Institute of Equality and Diversity Practitioners - as part of our continuing commitment to the fair and equal treatment of everyone we deal with

if only I'd known that ...

4 July 2011
the ombudsman features in the 2011 edition of the Royal Association of Disability And Rehabilitation (RADAR)'s If only I'd known that a year ago - a guide for people who have become recently disabled - containing practical advice and information, including consumer rights and money matters for disabled people

legal challenge on ombudsman's "volcanic ash-cloud" decision

1 July 2011
following the ombudsman's decision in March 2011 on travel-insurance and volcanic ash, travel insurer, Europ Assistance, launches a legal challenge ("judicial review") - putting 300 consumers' complaints on hold

June 2011

improving redress

29 June 2011
speaking at BBA's international banking conference, chief ombudsman, Natalie Ceeney, suggests improvements on delivering redress - including changing the banks' approach to customer complaints, to help restore consumer confidence in banking

ombudsman news - issue 94

29 June 2011

  • 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”

[issue 94 - PDF version opens in new window]

new framework for redress

28 June 2011

Natalie Ceeney, chief ombudsman, talks about "joined up" redress - at FSA's conference on the new Financial Conduct Authority's approach to regulation

student money advice

27 June 2011

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

ombudsman "talks debt" with Money Advice Scotland

23 June 2011

the ombudsman joins money advisers from across Scotland - to discuss problems arising from consumer over-indebtedness and improve awareness of the service among front-line community advice workers

sorting out complaints in Cumbria

23 June 2011

David Cresswell from the ombudsman service is interviewed by BBC Radio Cumbria's breakfast show about getting financial problems sorted and the ombudsman's work in the region

ABI biennial conference

22 June 2011

chief executive and chief ombudsman, Natalie Ceeney, joins a panel debate at ABI's biennial conference on how the insurance industry can improve its reputation and its customer service

Trading Standards

21 June 2011

the ombudsman service joins Trading Standards professionals, consumer organisations and representatives from business and commerce at this year's national Consumer Affairs & Trading Standards Conference & Exhibition in Bournemouth. Once again, the ombudsman is proud to support the TSI Young Consumers of the Year competition – as part of our outreach work with younger people and students

next steps on from PPI

16 June 2011

principal ombudsman, Tony Boorman, speaks at BBA's complaints-handling seminar about PPI, mass detriment, root causes and next steps

consumer credit question time for businesses

16 June 2011

the ombudsman today hosts a seminar and question time for businesses that handle customer complaints about the quality of goods and services where they are the provider of the consumer credit or hire arrangements

PPI - a view from the ombudsman

14 June 2011

principal ombudsman, Caroline Wayman, shares the ombudsman's approach to PPI complaints - in a presentation at Westminster and City's annual conference on protection and creditor insurance

storm-related complaints

14 June 2011

we set out the ombudsman's general approach to buildings insurance disputes involving storm damage - as part of our growing online technical resource

FSA grants temporary extension for some PPI complaints

13 June 2011

non-executive director now being recruited

13 June 2011

applications are invited [job advert] from appropriately experienced and qualified candidates to join the board of the Financial Ombudsman Service as a non-executive director

ombudsman in North West

9 June 2011

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

meeting smaller businesses in Bristol

3 June 2011

as part of our series of free seminars for smaller businesses, our lead ombudsman, Caroline Mitchell, explains the role of the ombudsman - and how handling complaints well is part of good customer service - to representatives from over 50 smaller businesses, including insurance brokers, financial advisers and debt collection agencies

legal expenses insurance

3 June 2011

dealing with over 600 complaints a year about legal expenses insurance, we set out the ombudsman's general approach to these cases, as part of our online technical resource

money makeover

1 June 2011

the ombudsman features in the latest edition of Zee (PDF) - the Asian lifestyle magazine - providing money tips as part of the ombudsman's ongoing work to raise awareness across the Asian community

May 2011

FSA confirms increased £150,000 limit for the ombudsman - and new complaints-handling rules for financial businesses

27 May 2011

the Financial Services Authority (FSA) confirms new complaints-handling rules for the businesses it regulates - and increases the maximum compensation the ombudsman can tell businesses to pay from £100,000 to £150,000 (for complaints the ombudsman receives from 1 January 2012)

busy in Belfast

27 May 2011

the ombudsman returns to Northern Ireland for the third time this year, with a training-day for front-line community workers, run in association with Trading Standards

consumer insurance law to be overhauled

25 May 2011

Otto Thoresen, director general of the Association of British Insurers (ABI), explains how the government's new Consumer Insurance Bill will change the law, to clarify what information consumers need to "disclose" to their insurers - in line with the long-standing approach taken by the ombudsman to complaints involving "non disclosure"

insurance law and the ombudsman

25 May 2011

ombudsman, Melissa Collett, reviews the recently published insurance law and the ombudsman service

online technical resource

25 May 2011

as part of our online technical resource - aimed primarily at businesses and advice workers - we set out the ombudsman's general approach to complaints about missed ISA allowances and disputes involving pre-existing medical conditions in short-term insurance policies

complaints-handling training for advice workers in Birmingham

20 May 2011

the ombudsman service runs the first in its new series of training-days for community advisers - with an event for front-line community workers, run in association with Age UK

over a million enquiries and more than 200,000 disputes ...

18 May 2011

the ombudsman service publishes its annual review of personal finance disputes - covering insurance, credit, banking, savings and investments

applications invited for post of new chairman

16 May 2011

with Sir Christopher Kelly due to step down from the board of the Financial Ombudsman Service in January 2012, when his term of office as chairman ends, suitably qualified applicants are invited to apply for the post of chairman as his successor

On Your Behalf in Northern Ireland

14 May 2011

David Cresswell from the ombudsman service takes part in On Your Behalf - BBC Radio Ulster's consumer programme - to talk about the ombudsman's work in Northern Ireland

meet the ombudsman in Northern Ireland

11 May 2011

the ombudsman is taking part for the second year in Northern Ireland's largest agricultural show in Belfast - as part of our ongoing work to raise consumer awareness of the ombudsman service

no appeal by banks on PPI legal challenge

9 May 2011

meeting smaller businesses in Leeds

6 May 2011

as part of our series of seminars for smaller businesses, our lead ombudsman, Caroline Mitchell, explains the role of the ombudsman - and how handling complaints well is part of good customer service - to representatives from 50 smaller businesses, including financial advisers, debt collection agencies and insurance brokers

the Graduate Guide

3 May 2011

the ombudsman features in the 2011 edition of the Graduate Guide - the magazine for students coming out of higher education - as part of the ombudsman's ongoing work to raise awareness of the service with younger people

 

April 2011

ombudsman news - issue 93

28 April 2011

  • 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)

[issue 93 - PDF version opens in new window]

wedding bells

28 April 2011

as wedding fever sweeps the nation, the ombudsman works with key media partners on a series of themed articles featuring money-related wedding tips (Black Hair, Pride and The Asian Today) as part of its continued targeted awareness-raising work

legal challenge ("judicial review") on payment protection insurance (PPI)

20 April 2011

good advice from the family

15 April 2011

the latest ombudsman feature in Choice magazine - the lifestyle magazine for people over 50 - focuses on the role that older people carry out when younger family members turn to them for advice on money matters

gadgets

11 April 2011

meet the ombudsman this week at the Gadget Show Live at Birmingham NEC - as part of the ombudsman's outreach work with younger people who spend more on gadgets (and borrow more on credit to pay for them)

BBC News and motor insurance

4 April 2011

Emma Parker from the ombudsman service is interviewed by BBC News about the ombudsman's approach to motor insurance complaints

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

1 April 2011

30 years ago today …

1 April 2011

our predecessor ombudsman scheme, the Insurance Ombudsman Bureau (IOB), opened its doors to the public for the first time in April 1981 - as the first "private sector" ombudsman in the UK, supported by consumer bodies and funded by insurance companies

March 2011

our plans and budget for 2011/2012

30 March 2011

we publish our finalised budget for the financial year 2011/2012 - including a summary of responses to our consultation paper - together with our plans for a changing world

strengthening co-ordination between the FSA, the OFT and the ombudsman service

28 March 2011

a new co-ordination committee - involving the FSA, the OFT and the ombudsman service - replaces "wider implications" process

car insurance question-time for businesses

24 March 2011

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

"handling complaints" conference in Manchester

22 March 2011

the ombudsman runs the latest in its series of conferences for financial-services complaints handlers - with an event for over 65 industry practitioners in Manchester - covering topics such as good practice in complaints handling; compensation for being "deprived" of money and for investment loss; and compensation for distress and inconvenience

meeting smaller businesses in Southampton

18 March 2011

our lead ombudsman, Caroline Mitchell, explains the role of the ombudsman - and how handling complaints well is part of good customer service - to representatives from 80 smaller businesses in the Southampton area, including motor traders, insurance brokers and financial advisers

pet insurance complaints

17 March 2011

dealing with over 400 complaints a year about insurance for pets, the ombudsman service sets out its general approach to pet insurance, as part of its online technical resource

raising the standard for an inclusive service

15 March 2011

as part of our commitment to accessibility, the ombudsman service hosts a seminar - on "indentifying and responding to consumer vulnerability" - to support the launch of the British Standards Institution's new standard, BS 18477, on the provision of inclusive services

complaints about banks in Northern Ireland

15 March 2011
David Cresswell from the ombudsman service is interviewed by BBC Northern Ireland's The Stephen Nolan Show - about what consumers should do if they are unhappy with their bank and want their complaint taken seriously

"introducing the ombudsman" to businesses in Belfast

11 March 2011

our lead ombudsman, Caroline Mitchell, hosts a seminar in Belfast for smaller businesses who are less likely to get complaints or have direct contact with the ombudsman service

recruiting ombudsmen

10 March 2011

appropriately qualified and experienced experts are invited to apply to join our ombudsman panel - as demand rises from consumers and businesses for formal ombudsman decisions as the final appeal-stage of our complaints procedure

"accessibility and transparency" - latest update

10 March 2011

three years on from Lord Hunt's independent review into the accessibility and transparency of the ombudsman service, we publish our latest update on progress made on opening up and reaching out to customers

international women's day

8 March 2011

with International Women's Day championing the rights and empowerment of women, the ombudsman continues to work in partnership with Savvywoman, Black Hair magazine and other relevant media, to raise awareness of the ombudsman service with women

"finders keepers"?

4 March 2011

our latest update on our online technical resource sets out our approach to banking disputes where payments have been credited to the wrong account (or released to the wrong person) - and explains why it's unlikely to be a case of "finders keepers"

February 2011

ombudsman releases latest complaints data on individual financial businesses

28 February 2011

"cheque" you know your rights

25 February 2011

the latest ombudsman feature in Choice magazine - the lifestyle magazine for people over 50 - focuses on cheques and how to avoid being caught out by fraudsters

mortgage arrears and hardship

24 February 2011

the latest addition to our growing online technical resource sets out our general approach to the many disputes we see where a consumer has had difficulty paying their residential mortgage - and arrears have built up as a result

Money Box Live and investments

23 February 2011

David Cresswell from the ombudsman service takes part in a Money Box Live phone-in on BBC Radio 4 - on investment-related issues

marine insurance

17 February 2011

dealing with up to 100 disputes a year involving insurance for boats, we set out our general approach to complaints about marine insurance as part of our expanding online technical resource

ombudsman news - issue 92

10 February 2011

  • 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.

[issue 92 - PDF version opens in new window]

complaints-handling training for advice workers in County Durham

9 February 2011

the ombudsman service runs the latest in its series of training-days for community advisers - with an event for front-line community workers in County Durham, run in association with East Durham Citizens Advice Bureau

ombudsman awareness on the up

3 February 2011

the ombudsman is continuing its work with Black Hair and Pride magazines to ensure that awareness of the ombudsman service among the Black African and Caribbean community continues at its record high

"judicial review" on payment protection insurance (PPI)

25 January 2011

the legal challenge brought by the British Bankers Association (BBA) - against the FSA and the Financial Ombudsman Service - starts in the High Court today

January 2011

board appointments

21 January 2011

The Asian Today

14 January 2011

the ombudsman features in the latest issue of The Asian Today - the free monthly newspaper for consumers in the Midlands - as part of its continued awareness-raising work with Asian consumers

financial ombudsman consults on its plans and budget for the year ahead

10 January 2011

stockbroking complaints

5 January 2011

dealing with some 2,500 stockbroking and portfolio-management disputes a year, the ombudsman service publishes its approach to complaints involving stocks and shares, "execution only" sales and portfolio-management agreements - as part of the ombudsman's online technical resource

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