welcome to insurance intermediaries
from Walter Merricks chief ombudsman

I am pleased to have this opportunity to welcome insurance intermediaries, who came under our jurisdiction for the first time on 14 January 2005. This follows the expansion of our jurisdiction at the end of October 2004 to cover mortgage intermediaries.

We are not expecting to receive a significant number of complaints about mortgage or insurance intermediaries, but it is important that these firms understand our process, and that they are aware of the range of services we offer to help them. By working with firms we can help identify and reduce problems that might otherwise lead to expensive and time-consuming disputes.

The services we offer as part of this complaints-prevention work include:

• A technical advice desk dedicated to answering firms’ queries about the ombudsman service and its general approach – call 020 7964 1400 or email technical.advice@financial-ombudsman.org.uk
  
• Tailor-made training days, conferences and seminars on complaints-handling issues – call 020 7964 1400 or email liaison.team@financial-ombudsman.org.uk
  
• Free copies of our regular newsletter, ombudsman news. This provides articles and case-studies illustrating our approach to the wide variety of cases referred to us. You can read past editions of the newsletter on our website, which also features detailed information and guidance for firms. To join our mailing list, just email your details to publications@financial-ombudsman.org.uk