Our work gives us an insight into how complaints arise and how they might be avoided in the future.
We support and share insight with financial businesses and other stakeholders in a number of different ways. Through our regular communications, events, online in our complaints handling guidance and reports, and via our technical desk.
Our business engagement team also works with businesses to help overcome any barriers we might encounter operationally when we are handling complaints. By building and maintaining strong working relationships with businesses, we can share our knowledge and gain insight into any emerging issues.
It’s important for us to keep in touch with all sectors of the industry, including smaller businesses. If you have an event you’d like us to come along to, get in touch to see if we can help.
Forums, steering groups and regular meetings
We run high-level forums and steering groups that are attended by various organisations, including industry or sector representatives, financial businesses, charities and consumer organisations. You can find below more detail about our forums and groups, and our latest published minutes.
Industry steering groups
We hold regular industry steering group meetings for banking, insurance and financial services trade bodies. We use these meetings to discuss strategic issues, such as our funding and future strategy, and trends and emerging issues that affect the Financial Ombudsman’s work. We’ll publish the minutes of our upcoming meetings here.
Consumer Credit Trade Body (CCTB) Forum
We hold regular, thematic discussions at a strategic level about sector-specific issues in consumer credit. The forum meets quarterly and is comprised of trade bodies representing the consumer credit industry. You can find our terms of reference and the minutes of our latest forum below:
Consumer Groups and Charities
We hold regular meetings with representatives from consumer groups and charities, where we share insight on emerging issues and complaint trends. You can read more about the work we do, and our latest minutes on our website.
Our work with SMEs
We also engage with stakeholders with an interest and expertise in the SME sector to share insight, find out more about the role of our SME advisory group and expert panel.
Sharing our insight to help prevent complaints
We regularly share data and insight about our work and the complaints we receive. This includes our complaints data about the financial products and financial businesses we receive complaints about.
We also share our practical experience of resolving financial disputes through our published final decisions, our case studies and our online guidance about our approach to the complaints we see.
Our technical desk
Financial businesses and people involved in responding to complaints can contact our technical desk for help with general enquiries.
If you are a financial business looking for guidance, our technical desk is still open. The lines are open Monday to Friday, between 9am and 5pm. Alternatively, please contact the technical desk by email or, if you have a query about our approach to complaints caused or affected by Covid-19, read our information for businesses.