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December

"I wish I'd known then what I know now ..."

29 December 2012

David Cresswell from the ombudsman joins other guests on BBC Radio Ulster "On Your Behalf" - to share and reflect on regrets and lessons learned

 

"days of christmas" tweets

17 December 2012

it's the final festive countdown and all this week we'll be tweeting the ombudsman's top tips for avoiding a chaotic and costly Christmas

the ombudsman gets savvy

13 December 2012

we regularly work with the UK's leading money website for women, SavvyWoman, providing money tips and contributing to "ask the expert" as part of our awareness raising work with women and families

worth our weight in gold

12 December 2012

we've been awarded the "Gold Standard" for the second year running by Committed2Equality - in recognition of our positive work culture and commitment to the fair and equal treatment of everyone we deal with

flooding

11 December 2012

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

what does "ombudsman" mean to you?

10 December 2012

it may be difficult to spell, but the ombudsman's worth knowing about - according to people doing the ombudsman quiz at our consumer events round the country

… ice on the tracks

6 December 2012

as part of our UK-wide outreach work, we remind passengers on trains across the Midlands about the role of the ombudsman if bank or insurance problems remain unsettled

21 shopping days to go …

3 December 2012

with the festive season only three weeks away, Pride magazine asks the ombudsman for top tips on avoiding a costly Christmas

 

November

young consumers -v- parliamentarians

28 November 2012

ombudsman chairman, Sir Nicholas Montagu, is quizmaster at the money and consumer-rights challenge held in Westminster between MPs, Lords and a team of 15-year old students - as part of an initiative between Trading Standards and the ombudsman, to help raise awareness of money matters among younger people

talking with advice agencies - North and South

28 November 2012

as part of our outreach work with the community and advice sector the ombudsman takes part in a consumer empowerment seminar organised by East Riding of Yorkshire Council and meets advice workers at the Money Advice Liaison Group annual conference in London

latest ombudsman news

27 November 2012

  • 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

issue 106 of ombudsman news now available

Today today

27 November 2012

Tony Boorman, deputy chief ombudsman, talks on Radio 4 Today about the volume of PPI cases being referred to the ombudsman - and how consumers can get a complaint sorted for free without paying a claims manager to do it for them

Access all areas

26 November 2012

adjudicator Charlotte Sanderson features in the latest Access magazine - explaining her experience of returning to work after suffering almost total hearing loss

Ayr your views

16 November 2012

the ombudsman is in Kilmarnock, Ayrshire, talking to local businesses and advice workers about the role of the ombudsman in getting complaints sorted - and hosting a drop-in surgery for consumers in partnership with Cathy Jamieson, MP for Ayr

on campus

12 November 2012

the ombudsman outreach team visits Brighton University's Falmer and Moulescomb sites - to take part in drop-in clinics and student radio, in partnership with the student advice service

ombudsman at the 50+ Show - Glasgow

9 November 2012

as part of our ongoing awareness-raising work, Caroline Wells, our head of outreach and customer insight, takes part in a consumer question-time about money matters at the 50+ Show

meeting the ombudsman

9 November 2012

lead ombudsman, Caroline Mitchell, and our outreach team meet with over 90 financial services practitioners in Glasgow - to answer questions about the ombudsman's role and explain why handling complaints well is part of good customer service

meeting businesses in Sussex

7 November 2012

the ombudsman takes part in a seminar organised by the Insurance Institute of Brighton to explain why effective complaints handling is just part of good customer service and highlighting the online technical resource available for financial services practitioners

training for community and advice workers on the South Coast

6 November 2012

the ombudsman service continues its series of training-days for community advisers with a workshop in Brighton

 

October

talking with insurers in the North West

31 October 2012

Caroline Mitchell, lead ombudsman, is in Manchester today at our latest conference for complaints-handlers - sharing the ombudsman's approach to settling insurance disputes

Treasury Select Committee

30 October 2012

chief ombudsman and deputy chief ombudsman answer live questions from the Treasury Select Committee on issues arising from the ombudsman's annual review for 2011/2012

uni life

25 October 2012

with the autumn term at college or university now well under way, The Student Guide and Student Times both ask the ombudsman for tips to help prevent money problems getting in the way of study and socialising

interest rate hedging

24 October 2012

as part of our online technical resource - aimed at explaining the ombudsman's general approach to the complaints we see - we publish two provisional decisions relating to interest rate hedging products, setting out the issues involved in disputes over "swaps" and "collars" between banks and smaller businesses

working with Macmillan Cancer Support

24 October 2012

as part of our partnership with Macmillan, the ombudsman is in Glasgow today talking about the types of financial problems people affected by cancer can face - and our approach on the complaints we see

look North

23 October 2012

the ombudsman talks to community and consumer advisers in Middlesbrough and Doncaster - as part of our series of workshops across the UK

come rain or shine

19 October 2012

the ombudsman is taking part in The Motorhome and Caravan Show at Birmingham NEC - to raise awareness of the service and help consumers sort out problems ranging from travel insurance and goods bought with credit to caravan insurance and bank account issues

a service for everyone

18 October 2012

the ombudsman meets graduates and other job seekers at the Diversity Careers Show in London

ombudsman at Naidex independent living show

18 October 2012

the ombudsman takes part in Naidex at ExCel London - as part of our outreach work with disabled consumers and their carers

Black Hair tips

15 October 2012

Black Hair magazine asks the ombudsman for tips on how you can stay savvy when shopping online

Able Radio

12 October 2012

as part of our ongoing awareness-raising work, Caroline Wells, head of outreach, talked to Able Radio - a station at the heart of the disabled community - about how we can help sort out a financial problem

working together with consumer advisers

11 October 2012

the ombudsman talks to community and consumer advisers in Exeter - as part of our national series of workshops

AdviceUK annual conference

11 October 2012

the ombudsman meets advice workers from across the UK at AdviceUK's 5th annual conference

latest ombudsman news

10 October 2012

  • case studies involving travel insurance
  • the latest complaints figures (for the second quarter of 2012/2013)
  • chief ombudsman, Natalie Ceeney, on "compensation culture"

issue 105 of ombudsman news now available

rebuilding trust after PPI

10 October 2012

Natalie Ceeney, chief ombudsman, speaks at "fringe" events run by the Consumer Credit Counselling Service (CCCS) at the Conservative and Labour Party conferences - on rebuilding trust after PPI

sharing our approach with insurers

4 October 2012

Caroline Mitchell, lead ombudsman for insurance, delivers our latest workingtogether conference for people handling insurance claims and complaints from over 35 leading insurance companies

a helping hand

4 October 2012

the ombudsman talks to community and consumer advice workers in south London - as part of our series of workshops across the UK

25th Black History Month

1 October 2012

check out the latest Pride magazine, to find out who inspires the ombudsman and our top money tips to help manage your money through the celebrations

September

student finance - our top tips

27 September 2012

as many students get ready to start or return to university this week we've been working with the National Association of Student Money Advisers (NASMA), to bring you our top tips for managing your student finances - check them out on twitter

complaints as insight

20 September 2012

Tony Boorman, deputy chief ombudsman, speaks at a “customer experience” conference about welcoming complaints as insight for improvement

talking about claims

20 September 2012

the ombudsman visits Manchester Claims Association - to meet insurers and claims-handlers and answer their questions about the ombudsman

take cover

19 September 2012

as part of our ongoing awareness-raising work, Caroline Wells, our head of outreach, talks to Disability magazine about the importance of getting the right insurance cover for your needs

complaints, reputation and re-building trust

18 September 2012

Natalie Ceeney, chief ombudsman, at the ABI conference on “conduct regulation” - on why complaints are more than just "compliance activities" and are all about reputation, loyalty and trust

reaching out in Leicester

17 September 2012

David Cresswell from the ombudsman featured on Eava FM - a multilingual community radio station reaching out to the diverse community of Leicester - talking about the ombudsman and answering tweets from listeners about what types of complaints we can look at

meeting businesses in the southwest

14 September 2012

lead ombudsman, Caroline Mitchell, and our outreach team meet with over 100 financial services practitioners in Exeter - to answer questions about the ombudsman's role and explain why handling complaints well is part of good customer service

ombudsman releases latest complaints data on individual financial businesses

11 September 2012

community advice in Ealing

11 September 2012

the ombudsman's in Ealing - talking to front-line community and advice workers in London about how we could help the people they support

Citizens Advice annual conference

11 September 2012

the ombudsman takes part in the Citizens Advice service's annual conference in Exeter - as part of our work with consumer advisers

heading off to college

6 September 2012

Source magazine asks the ombudsman for budget and money tips for surviving student life

money troubles in Northants

5 September 2012

David Cresswell from the ombudsman answers questions on BBC Radio Northampton about what to do if you've been affected by recent bank computer problems - and how to make a PPI complaint without using a claims manager

celebrating Paralympians

4 September 2012

as our Paralympic athletes continue to smash records, the ombudsman features in Able magazine's Paralympic games special, to highlight our work with disabled people and the different ways we communicate with people using our service

on the buses

1 September 2012

the ombudsman's on the buses in Northern Ireland - as part of our UK-wide outreach work

 

August

more than a number cruncher

30 August 2012

we're looking to recruit a qualified accountant as a business partner in our finance team - to help us see beyond the numbers to the bigger picture

money troubles in Northern Ireland

25 August 2012

the ombudsman takes part in BBC Radio Ulster's On Your Behalf - answering questions about travel insurance problems, motor insurance complaints and compensation for computer troubles at RBS and Ulster Bank

flexing your financial muscles

22 August 2012

with the Olympics in mind, The Asian Today asks the ombudsman for consumer tips to help you get a medal in money management

mixing at the mela again

19 August 2012

meet the ombudsman this weekend at the Gunnersbury Park mela - the multicultural festival celebrating the creativity of London's Asian communities

clickety clack

16 August 2012

we're on the railways across Scotland and Wales - as part of our UK-wide outreach work

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

15 August 2012

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

changing our case fee arrangements for businesses

7 August 2012

following consultation we launched in January on modernising our case fee arrangements - including increasing the number of free cases for smaller businesses - we outline the feedback received and how we intend to take our proposals forward

avoiding catalogue chaos

2 August 2012

the latest issue of Disability magazine features the ombudsman's money tips on avoiding problems with catalogue credit

July

computer troubles at RBS, NatWest and Ulster Bank

July 2012

we publish a factsheet answering the questions we've been asked about computer troubles at RBS, Natwest and Ulster Bank

making money go further

25 July 2012

as part of the ombudsman service's outreach work with Asian consumers, The Asian Today asks the ombudsman for consumer tips on making money go further

community advice in Perth

24 July 2012

the ombudsman's in Scotland, meeting front-line community and advice workers from across Perthshire - in the latest of our consumer adviser training days

challenges for insurance

17 July 2012

Caroline Mitchell, lead ombudsman, speaks at the UK Industry Summit on Consumer Insurance Law & Regulation on the ombudsman's "fair and reasonable" approach to settling insurance disputes - from extended warranties to travel insurance

mixing at the mela

13 July 2012

the ombudsman's in Leicester again this weekend - taking part in the city's multicultural mela celebrations - and meeting all kinds of people who might not otherwise know about the ombudsman service

technical data on redress for mis-sold pensions

13 July 2012

our technical note is updated with new assumptions (as from 1 July 2012) for calculating redress for mis-sold pensions

meeting smaller businesses in the Midlands

13 July 2012

lead ombudsman, Caroline Mitchell, meets over 100 financial-services practitioners in Nottingham - to answer questions about the ombudsman's role and explain why handling complaints well is part of good customer service

community advice in Leicester

12 July 2012

the ombudsman's in Leicester, meeting front-line community and advice workers from across the East Midlands - in the latest of our consumer adviser training-days

water complaints

9 July 2012

principal ombudsman, Caroline Wayman, speaks at Ofwat's conference for the water sector - about the role of the ombudsman and seeing complaints as an opportunity to engage with customers

mortgages and hardship, latest complaints figures, and the chief ombudsman on banking computer problems

4 July 2012

The latest edition of ombudsman news (issue 103) is now available online, featuring:

  • case studies involving mortgages and financial hardship
  • the latest complaints figures (for the first quarter of 2012/2013)
  • complaints about "whole-of-life" policies
  • chief ombudsman, Natalie Ceeney, on handling complaints and rebuilding trust after banking computer problems

student money advice

2 July 2012

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 are taking out financial products for the first time

extended weekday opening hours

2 July 2012

our consumer helpline is now open till 8pm on weekdays - for general advice and guidance on what to do if consumers have a complaint about a financial product or service

June

gathering in the Midlands

29 June 2012

mela is Sanskrit for "gathering" - and this weekend the ombudsman joins 100,000 visitors at the Birmingham and Sandwell mela in Victoria Park to help maintain consumer awareness of the service and as part of our outreach work with the Asian community

RBS, NatWest and Ulster Bank technical problems and the ombudsman

28 June 2012

when technical problems mean you can't use your bank account, it can be frustrating - but the problems can usually be sorted quickly by talking directly to the bank involved - and if not, the ombudsman may be able to help

Money matters in Scotland

28 June 2012

the ombudsman service takes part in Money Advice Scotland's annual conference to discuss consumer debt, financial hardship and unaffordable lending

Trading Standards and younger consumers

26 June 2012

the ombudsman service joins trading standards professionals and consumer organisations at the Trading Standards annual conference in Manchester, supporting Young Consumers of the Year

facing the floods

18 June 2012

the ombudsman is interviewed by the BBC - on knowing your rights if you've been flooded and need to make an insurance claim

making waves in Wales

13 June 2012

the ombudsman is interviewed on Welsh radio stations The Wave and GTFM - reminding consumers of their right to contact the ombudsman service if they have a financial problem

scam email alert!

13 June 2012

travel insurance in York

13 June

the ombudsman talks on BBC Radio York about travel insurance problems and how to avoid them

training for advice workers

13 to 14 June 2012

as part of our programme of regional training days, the ombudsman is visiting Coventry and then Preston to work with front-line community and advice workers from across the Midlands and North West

"loss of use" in motor insurance disputes

8 June 2012

as part of our online technical resource, we have expanded the information on our approach to resolving motor insurance disputes - with more details on cases involving "loss of use" of the consumer's vehicle

May 2012

cool finances

28 May 2012

Black Hair magazine talks to the ombudsman about staying money-savvy and keeping consumer finances cool this summer

open mind, cool head and solid judgement?

25 May 2012

we're recruiting ombudsmen with proven experience and the right perspective

talking about debt

24 May 2012

the ombudsman takes part in a conference organised for its members by the Finance & Leasing Association about consumer debt and debt collecting

ombudsman service publishes annual review of personal finance disputes

22 May 2012

a quarter of a million complaints - and the lives behind them ...

FSAVC complaints

21 May 2012

we add information about our approach to complaints involving FSAVCs - and related pension disputes - to our expanding online technical resource

On Your Behalf in Northern Ireland

19 May 2012

the ombudsman answers questions from BBC On Your Behalf listeners in Northern Ireland - about payment protection insurance (PPI) complaints, travel insurance problems, credit disputes, and when the ombudsman can help

home-improvement problems at Westminster

16 May 2012

the ombudsman joins Trading Standards at an event for MPs on complaints involving kitchens, bathrooms, conservatories and home-improvement work - where there are credit and insurance issues covered by the ombudsman service

meet the ombudsman at Belfast's Balmoral Show

16 to18 May 2012

the ombudsman takes part in Northern Ireland's largest agricultural show - the three-day Balmoral show in Belfast - where we'll be on hand to answer questions and explain how the ombudsman service can help resolve consumers' problems with financial businesses

meeting businesses in Southampton

15 May 2012

at a seminar organised by the Insurance Institute of Southampton for its members, the ombudsman discusses how effective complaints handling is integral to good customer service - with a range of resources available from the ombudsman to help financial services practitioners resolve problems before they escalate into formal complaints

talking about money in Harrogate

10 to 11 May 2012

the ombudsman joins delegates in Harrogate for the annual conference of the Institute of Money Advisers - to talk about consumer debt and financial hardship

consumer rights in Northampton

9 May 2012

the ombudsman joins BBC Radio Northampton to talk about consumers' credit-card rights and claims under "section 75" if things go wrong

training for advice workers in Northern Ireland

9 May 2012

the ombudsman returns to Belfast for the latest in our series of regional training days for front-line advice workers, run in partnership with Trading Standards

know your rights in Northern Ireland

8 May 2012

David Cresswell from the ombudsman service takes part in BBC Radio Ulster's consumer show, Talkback - to talk about the ombudsman's awareness-raising work in Northern Ireland and how consumers can get help sorting out money­ matters

ombudsman at Naidex independent living show

1 May 2012

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

ombudsman news - issue 102

1 May 2012

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.

[issue 102 - PDF version opens in new window]

 

April 2012

PPI complaints in Northern Ireland

28 April 2012

David Cresswell from the ombudsman service takes part in BBC Northern Ireland's consumer show, On Your Behalf - to explain how people can complain about payment protection insurance (PPI) themselves without paying a claims manager to do it for them

credit unions in Northern Ireland

28 April 2012

with credit unions in Northern Ireland covered by the ombudsman service since 31 March 2012 (when they came under FSA regulation for the first time), the ombudsman joins the Ulster Federation of Credit Unions at its annual general meeting in Ballymena - to give an overview of how the ombudsman works and to answer questions about the service

commitment to help consumers agreed at PPI summit

23 April 2012

Natalie Ceeney, chief ombudsman, met with representatives from all major banks and credit card providers at a summit hosted by MoneySavingExpert and Which? - to agree ways of making payment protection insurance (PPI) complaints easier, so that consumers reclaim mis-sold PPI for free without paying a claims-management company

community advice in Hampshire

20 April 2012

the ombudsman service runs the latest in our series of training days for community and advice workers - with an event for consumer and voluntary groups, organised in association with Southampton City Council

from Shetland to the Solent ...

11 April 2012

David Cresswell from the ombudsman service talks about the ombudsman's work in the Highlands and Islands - in interviews on Isles FM, Moray Firth FM and BBC Orkney - and on BBC Solent about getting money matters sorted for free, without paying a claims manager

ombudsman on Twitter

11 April 2012

if you're not one of the 1,000 people already following the ombudsman on Twitter, why not find out more - or drop us a tweet - on the ombudsman's Twitter page

caravan talk

10 April 2012

as the holiday seasons starts, the ombudsman takes part in caravan talk - with tips on insuring motorhomes and caravans, to help prevent complaints and problems

hassle-free easter break

5 April 2012

for families planning an easter get-away, the ombudsman shares money-related tips with Family Life magazine

PPI in Northern Ireland

2 April 2012

David Cresswell from the ombudsman service takes part in BBC Northern Ireland's consumer show, In Your Corner - talking about payment protection insurance (PPI) complaints - and how people can sort out problems themselves without paying a claims manager to do it for them

 

March 2012

credit unions in Northern Ireland

30 March 2012

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 news - issue 101

29 March 2012

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.

[issue 101 - PDF version opens in new window]

highland gathering

29 March 2012

the ombudsman joins advice workers and community volunteers from across the Scottish Highlands and Islands - at Citizens Advice Scotland's annual Highland Gathering near Inverness - to promote the work of front-line consumer advisers in helping people sort out financial problems and complaints

pet insurance

27 March 2012

in a provisional decision partly upholding a consumer's complaint relating to Halifax's withdrawal from "life-time" pet insurance, the ombudsman sets out his general approach to this kind of case

our plans and budget for 2012/2013 - finalised and approved

27 March 2012

MPs, older people and money problems

22 March 2012

the ombudsman is joined in Westminster by Age UK and the Greater London Forum for Older People at a complaints "advice-surgery" for MPs' caseworkers - focusing on money problems faced by older consumers and how best to get them sorted

talking insurance in Scotland

21 March 2012

at a seminar organised by the Insurance Institute of Aberdeen, the ombudsman talks about insurance complaints and how to prevent them - highlighting the ombudsman's complaints-prevention resources for financial services practitioners

spring forward

20 March 2012

as spring begins officially, the ombudsman shares handy hints on spring-cleaning your finances with Retirement Today magazine

updates for BBA members

15 March 2012

lead ombudsman, Jane Hingston, speaks at the British Banking Association's annual complaints seminar - with updates on sharing information under the Freedom of Information Act; plans for publishing ombudsman decisions; proposals for changing the case-fee arrangements; and forecasts and plans for 2012/2013

help for insurers in Bournemouth

14 March 2012

the ombudsman tells members of the Insurance Institute of Bournemouth that good complaints handling is just part of good customer service - with a range of resources available from the ombudsman service to help financial services practitioners nip problems in the bud, before they escalate into complaints

passbooks lost and found

12 March 2012

as part of our growing online technical resource, we set out our long-established approach to settling disputes involving old bank or building society passbooks - and whether the accounts in question are still open, closed or "dormant"

PPI questions and answers on BBC website

9 March 2012

David Cresswell from the ombudsman service answers questions about payment protection insurance (PPI) that people have sent into BBC online

telling their own story

9 March 2012

Yuliya, Luke and others talk on video about their experience of complaining and using the ombudsman

PPI across Cumbria

9 March 2012

David Cresswell from the ombudsman service talks on BBC Radio Cumbria about the ombudsman's role in sorting out payment protection insurance (PPI) complaints - and why people don't need to pay a claims manager to make a complaint

meeting smaller businesses in East Anglia

8 March 2012

lead ombudsman, Caroline Mitchell, explains the role of the ombudsman - and how handling complaints well is part of good customer service - to representatives of 80 smaller businesses based in East Anglia, including financial advisers, debt collection agencies and insurance brokers

from Carlisle to Cambridge

7 March 2012

the ombudsman is working today with front-line community and advice workers from across Cumbria and East Anglia - running our latest consumer-adviser training-day in Cambridge and complaints-handling training in Carlisle in partnership with the Cumbria Advice Network

why pay someone else, when you can do it yourself for free?

6 March 2012

Tony Boorman, principal ombudsman, explains on the BBC news why people don't need to pay a claims manager to make a PPI complaint

motor-insurance complaints workshop

6 March 2012

we run a workshop for insurers on complaints issues relating to motor insurance - including thefts and valuation, disputes over repairs, and compensation for distress & inconvenience

personal accident insurance

6 March 2012
following the recent case studies of complaints involving personal accident insurance (in issue 99 of ombudsman news), we add more information to our online technical resource about the ombudsman's approach to these disputes

ombudsman at the 50 + Show - Manchester

2-3 March 2012

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

do it yourself on PPI on 5 Live

1 March 2012

David Cresswell from the ombudsman service takes part in a discussion on BBC Radio 5 Live - on why consumers don't need to use a claims manager to complain about payment protection insurance (PPI) - and are just as likely to win by doing it themselves

February 2012

Citizens Advice Scotland

29 February 2012

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

ombudsman releases latest complaints data on individual financial businesses

28 February 2012

welcome to our 100th issue of "ombudsman news"

24 February 2012

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.

[issue 100 - PDF version opens in new window]

student money advice in Liverpool

23 February 2012

we update the National Association of Student Money Advisers (NASMA) on what the ombudsman is doing to be more relevant to students and younger consumers - who complain less and have least knowledge of their consumer rights

drivetime with the ombudsman

22 February 2012

chief ombudsman, Natalie Ceeney, is interviewed on Radio 5 Live's drivetime show - on why consumers don't need to use a claims manager to complain about PPI - and are just as likely to win by doing it themselves

warning! scam phone calls

21 February 2012

meeting businesses in Stoke

21 February 2012

at a seminar organised by the Insurance Institute of Stoke for its members, the ombudsman explains how effective complaints handling is just part and parcel of good customer service - and highlights the complaints-prevention resources available for financial services practitioners

from Belfast to Bollywood

20 February 2012

as part of the ombudsman service's ongoing awareness-raising work with people less likely to know their rights if they have a financial problem, the ombudsman features this month on key Asian-lifestyle websites and on buses in Northern Ireland

Northants drivers

15 February 2012

David Cresswell from the ombudsman service takes part in a phone-in on BBC Radio Northampton about the ombudsman's approach to motor insurance complaints

consumer adviser training

13 February 2012

we launch our new series of training days across the UK for front-line community workers and consumer advisers

take pride in your finances

10 February 2012
the ombudsman shares tips with Pride magazine on how to make the most of your money - as part of our ongoing work to raise awareness of the ombudsman service across the Black African and Caribbean community

AIG-related decision

10 February 2012

in a provisional decision upholding a consumer's complaint about a bank's advice to invest in AIG funds, the ombudsman sets out his general approach to this kind of case

GAP insurance

6 February 2012
as part of our growing online technical resource, we set out the ombudsman's approach to disputes involving "guaranteed asset protection" (GAP) insurance

ombudsman's "volcanic ash" decision - legal challenge dropped

1 February 2012
the Court rejects Europ Assistance's legal challenge against the ombudsman's key ruling on "volcanic ash-cloud" travel-insurance claims

January 2012

feedback on proposals to publish ombudsman decisions

31 January 2012
we publish a summary of responses to our consultation on the practical issues involved in publishing ombudsman decisions

treating everyone fairly and equally

31 January 2012

the progress we have made on our "equality and diversity action plan" is independently assessed - and signed-off a year early - as part of our commitment to doing the right thing by everyone we deal with

cashflow for Zee magazine readers

30 January 2012

Zee, the magazine for subscribers to the Asian TV network, asks the ombudsman for new year cashflow tips on making the most of your money in 2012

was a PPI policy sold?

27 January 2012

more case studies and guidance added to our online technical resource - setting out the ombudsman's approach to disputes over whether payment protection insurance (PPI) was sold or not - including letters we have sent about this to financial businesses and to claims-management companies

complaints, regulation - and re-building trust

25 January 2012

Tony Boorman, principal ombudsman, speaks at the BBA's retail-banking seminar on the new Financial Conduct Authority - about the importance of building confidence and trust in financial services through a new approach to regulation, complaints and customer service

vehicle valuation over breakfast

21 January 2012

David Cresswell from the ombudsman service takes part in the money slot on the BBC1 breakfast show - to talk about the ombudsman's approach to motor insurance disputes involving the valuation of a vehicle that's been written-off

ombudsman news - issue 99

17 January 2012

  • 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

[issue 99 - PDF version opens in new window]

efficient handling of financial services complaints

12 January 2012

the National Audit Office (NAO) reviews the efficiency of the ombudsman service, as it gears up to face further unprecedented demand for its services

ombudsman in Chester

11 January 2012

our first complaints-prevention training day of the year takes place in Chester - for front-line community workers and consumer advisers from across the North West and North Wales

ombudsman gets sporty

10 January 2012

the ombudsman features in the 2012 issue of Family Health magazine - distributed across sports and fitness centres in the UK - helping new parents to get their finances into shape in the new year

financial ombudsman consults on plans for dealing with record complaints workload

6 January 2012

 

news updates for 2011 »

previous events

for larger businesses

  • Manchester - 31 October 2012, "workingtogether" insurance complaints conference, City Tower, Piccadilly Plaza, Manchester M1 4BT
  • London - 4 October 2012, "workingtogether" insurance complaints conference, The Commonwealth Club, 25 Northumberland Avenue, London WC2N 5AP

 

 

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need help?

consumer helpline
0800 023 4567

our technical advice desk
(for businesses and consumer advisers)
020 7964 1400

media enquiries
Martyn James or Lena Nunkoo press office - 020 7964 1234 out of hours - 07901 118 018

ombudsman news

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