I am very pleased to welcome you to ombudsman news, which this month brings you news from our investment division, headed by principal ombudsman, Jane Whittles. ombudsman news is aimed primarily at firms and professionals working in the relevant areas of financial services, and at consumer advice agencies, but it may also be of more general interest. It will focus each month on news from one of our three main divisions:

• investment;
• insurance; and
• banking and loans.

If you’re not already aware of the range of services we offer to firms and professional advisers, do take a look at the section how we can help, on the back cover. I would draw your attention, in particular, to the help we can provide if you need to know more about the new single set of ombudsman rules, under which we are to operate. The rules are now available, even though we do not yet know from HM Treasury the exact date when they will come into effect. We will be happy to answer your questions about them and how they will affect your firm.

We hope ombudsman news will prove a helpful source of information about our activities and that it will assist firms in their own complaint-handling. We welcome your comments.