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ombudsman news

issue 63

July/August 2007

ask ombudsman news

bringing a complaint on someone else's behalf

I have been asked by a friend to act on her behalf on a complaint she has against her bank. The complaint hasn't been resolved to her satisfaction so we're currently in the process of referring the matter on to you. I have printed out the complaint form from your website and see there is a declaration on the last page that needs signing. Can I just check with you whether my friend needs to sign this declaration, or can I do it on her behalf as her representative-

a consumer's representative

A consumer still needs to sign the declaration, even if they have asked someone else to deal with the complaint on their behalf. By signing the declaration, a consumer gives us their consent to obtain and handle personal information about them, as well as showing us that they understand what is involved in raising a complaint - something that only they can do.

ombudsman facts and figures

I am trying to find information on which sector of the financial services industry had the most complaints made against it in the past year. I understand these statistics are available to the public and would be most grateful if you could let me know how I could get hold of them.

an MP's research assistant

We think you'll find our annual review for 2006/07 helpful. It provides facts and figures about our work and the types of complaints we receive.

Among other things, the review shows that during the year, the ombudsman service:

  • received 94,392 new complaints in total - including 46,134 new mortgage endowment cases (around 175 every working day, compared with 250 cases a day in the previous year); and
  • saw banking disputes increase by 47% and insurance complaints go up by 10% - with a 21% decrease in cases involving investments;
  • settled more than half of all disputes about banking, insurance and investments within three months - and two-thirds of mortgage endowment cases within nine months.

While half of the total number of disputes related to ten of the UK's largest financial groups, over 80% of the businesses covered by the ombudsman service had no complaint referred to the service during the year.

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ombudsman news issue 63 [PDF format]

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.