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.
Even before I joined the ombudsman service I was aware of ombudsman news and – through reading it – gained a fair idea of what the organisation does and how it does it.
Since then I’ve continued to be struck by just how many people I meet – from all walks of life – who tell me they know of the ombudsman service because they are avid readers of ombudsman news.
The case studies, once described to me by the chief executive of a large financial services business as ‘a window on the real world’, have always been particularly popular. They offer snapshots of the broad range of financial disputes we deal with – and of the many different types of businesses and consumers involved. They indicate our general approach. They also present – in a concise and easily digested format – a wealth of practical information that can help businesses and consumers avoid complaints altogether, or at least settle them effectively themselves without needing our direct involvement.
This 100th issue has four guest editors. We asked them to share their views on complaints-handling in the wider context of customer service in the financial services sector. We also invited each of them to choose their personal favourites from all the case studies we have published in ombudsman news over the years.
chief executive and chief ombudsman