a board commissioned report by Richard Thomas CBE (September 2016)
This document sets out the findings of an independent report by Richard Thomas into the impact of PPI mis-selling on the ombudsman service. The report was commissioned against the background of an unprecedented demand for help from consumers with PPI complaints: the board was concerned to ensure that the service was able to continue to do its best for its customers. The board agreed the report for publication alongside the ombudsman service’s response to the recommendations.
this discussion paper (published in September 2011) looks at the practical issues and next steps involved in publishing ombudsman decisions – following government proposals for the legislative change to underpin this approach (with a summary of responses published in January 2012)
these policy statements set out decisions of principle that our board made in July 2008 – following a review (including an independent report by Lord Hunt of Wirral) resulting in a wide range of projects and initiatives, updated each year in our annual review
this document summarises the comments we received in response to our earlier discussion paper on publication of complaint data: next steps – and sets out the decisions that our board has made on publishing complaint data relating to individual financial businesses
this document sets out the ombudsman service's position in relation to the FSA's "retail distribution review" (RDR)
this document sets out the ombudsman service's response to FSA's discussion paper DP08/5