Financial Ombudsman at ABI annual conference 2022

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.