ombudsman news gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure.
The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.
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.
As well as updating on the latest quarterly complaints figures, issue 99 focuses on:
‘In the last couple of months the number of new PPI cases referred to us has climbed steeply – from fewer than 1,000 a week to over 3,000. This means we’ll soon be getting our 300,000th PPI complaint.’
‘In many of the complaints referred to us by younger people, we see others involved such as student reps, campus advisers and, of course, mum and dad.’
‘Access to his e-money account had been restricted for up to 180 days while security checks were carried out.’
Showing how we dealt with a variety of financial disputes involving consumer credit, mortgages and insurance – in connection with buying, refurbishing or furnishing a home.
‘It is understandable that consumers can sometimes be uncertain whether or not they were ever sold PPI in the past. In this instance, however, we noted that the loan provider had given the claims-management company clear evidence that it had never sold PPI to Mr G. We did not uphold the complaint.’
‘In a very clear ruling issued on 20 April, Mr Justice Ouseley rejected, on all counts, the legal challenge on the approach to handling PPI complaints, brought against the Financial Ombudsman Service and the FSA by the British Bankers Association (BBA) – on behalf of a number of high-street banks.’
‘Mr G thought the insurer had seriously under-estimated the value of a set of football programmes. He had been collecting programmes from his favourite team’s games for over 50 years. More than half of this collection was destroyed in the fire.’
December 2010/January 2011
With a focus on financial complaints involving family disputes and difficulties in close personal relationships.