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ombudsman news

issue 97

October/November 2011

ombudsman news "Q&A" page

In the last issue of ombudsman news you mentioned the 'online technical resource' on the ombudsman's website. Is this widely used?

Yes - it's one of the top twenty most-frequently visited areas of our website. We encourage businesses, consumer advisers and anyone interested in resolving consumers' complaints to use our online resource. It now covers the ombudsman's approach to complaints about the financial products and services that make up over 90% of our total caseload.

The information it contains is based on real cases that we have investigated and decided. The aim is to show how we are likely to approach particular types of complaints if they are referred to us. This should help businesses and consumer advisers to sort out complaints themselves - without needing our direct involvement. It should also help consistency, by clarifying the general framework against which we decide individual cases on their particular facts and merits.

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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.