The power to settle financial complaints.
The power to settle financial complaints.
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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
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
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
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
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
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
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
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
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
28 November 2011
we're recruiting heads of casework – with the brightness, energy and proven experience in managing complex, high-powered operations
23 November 2011
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
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)
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
21 November 2011
[issue 98 - PDF version opens in new window]
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
18 November 2011
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
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
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
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
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
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:
5 November 2011
David Cresswell from the ombudsman service explains on Radio 4 Money Box what a "final decision" by an ombudsman means
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
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
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
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
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
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
19 October 2011
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
18 October 2011
[issue 97 - PDF version opens in new window]
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
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
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
13 October 2011
David Cresswell from the ombudsman service talks on BBC Watchdog about the type of bank account problems the ombudsman sees
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
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
6 October 2011
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
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
3 October 2011
Natalie Ceeney, chief ombudsman, takes part in a debate on "compensation culture" with ABI and Which?
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
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
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
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
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"
15 September 2011
[issue 96 - PDF version opens in new window]
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
14 September 2011
the ombudsman joins IFAs, journalists and industry leaders – to discuss the types of complaints we see about critical illness insurance
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
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
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
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
6 September 2011
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
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
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
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
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
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
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
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
2 August 2011
[issue 95 - PDF version opens in new window]
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
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
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
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
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
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
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
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
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
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
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
7 July 2011
our technical note is updated with new assumptions (as from 1 July 2011) – for calculating redress for mis-sold pensions
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
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
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
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
29 June 2011
[issue 94 - PDF version opens in new window]
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
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
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
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
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
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
16 June 2011
principal ombudsman, Tony Boorman, speaks at BBA's complaints-handling seminar about PPI, mass detriment, root causes and next steps …
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
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
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
13 June 2011
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
9 June 2011
the ombudsman service runs the latest in its series of training-days for front-line community and advice workers
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
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
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
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)
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
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"
25 May 2011
ombudsman, Melissa Collett, reviews the recently published insurance law and the ombudsman service
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
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
18 May 2011
the ombudsman service publishes its annual review of personal finance disputes – covering insurance, credit, banking, savings and investments
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
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
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
9 May 2011
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
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
28 April 2011
[issue 93 - PDF version opens in new window]
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
20 April 2011
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
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)
4 April 2011
Emma Parker from the ombudsman service is interviewed by BBC News about the ombudsman's approach to motor insurance complaints
1 April 2011
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
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
28 March 2011
a new co-ordination committee – involving the FSA, the OFT and the ombudsman service – replaces "wider implications" process
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
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
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
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
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
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
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
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
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
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
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" …
28 February 2011
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 fraudsters24 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 result23 February 2011
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 resource10 February 2011
[issue 92 - PDF version opens in new window]
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
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
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
21 January 2011
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
10 January 2011
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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