20 May 2014
The Financial Ombudsman Service – the independent service that settles disputes between consumers and financial businesses – today publishes its annual review for 2013/2014. During the year:
Reflecting on the year, Tony Boorman, chief ombudsman, said:
It’s been an unprecedented twelve months for the ombudsman by anyone’s standards. Complaints continued at record levels – and we resolved over half a million cases during the year.
But our work – and complaints handling in general – is about much more than closing cases and reporting big numbers.
Each case we see tells a story about the lives and livelihoods of the individuals involved. In our experience, people are simply looking for honest, straightforward answers that show someone has listened and helped make sense of things.
So whether it’s dealing with a complex pension complaint or problems with a mobile banking app, the financial services sector continues to face the challenge of putting the customer at the centre of their business.
Statistics from the ombudsman’s annual review show:
our annual review at a glance on YouTube
And if you can't quite make it through all 175 pages - you can see all the highlights in this handy 2 minute video: https://www.youtube.com/watch?v=Wzp4NHvjxpM&feature=youtu.be …