Ombudsman Leader, Rachel Lam, attended the ABI annual conference yesterday to take part in a panel discussion about the UK data landscape. She spoke to attendees about how the Financial Ombudsman service shares data and insight to help prevent complaints arising.

The panel discussed changes ahead for the UK data landscape, the legal and regulatory environment, and the impact on insurance and long-term savings providers and their customers.

Rachel spoke about how the Financial Ombudsman uses data to understand and identify trends in the complaints we see about the insurance and long-term savings sector. She also outlined the data and insight the Financial Ombudsman shares about the complaints we receive and resolve, to help inform engagement with businesses and to help prevent complaints arising. Today the Financial Ombudsman publishes data about complaints received between October and December 2021.

Rachel outlined the role data and technology has on customers’ understanding or expectations of financial products and services and where use of data can present challenges or raise questions of fairness.

Read more about the data and insight we share, and information the Financial Ombudsman has published about our approach to insurance complaints, and where they sometimes involve aspects of data or emerging technologies, in the links below.

Latest news

Complaints about PayPal

20 May 2022

PayPal (Europe) et Cie, S.C.A (PayPal) is withdrawing from the Financial Ombudsman Service’s voluntary jurisdiction with effect from 1 December 2022. There will be an impact on the types of complaint we will be able to consider about PayPal.

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We’ve published our complaints data from the second half of 2021

13 April 2022

Today we’ve published data showing the number of complaints we received about individual businesses between 1 July and 31 December 2021.

Data and Insight H2 data

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Making a complaint about the British Steel Pension Scheme

31 March 2022

The FCA has today launched a consultation about redress and the British Steel Pension Scheme (BSPS). BSPS members do not need to wait for the outcome of the FCA consultation to complain, they can continue to get in touch with the Financial Ombudsman directly.

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