Financial Ombudsman at Treasury Select Committee meeting

Abby Thomas, our Chief Executive and Chief Ombudsman, and Baroness Manzoor CBE, Chair of the Financial Ombudsman, joined a session with the Treasury Select Committee earlier this week.

We attend sessions with the Treasury Select Committee to answer questions about the work of the Financial Ombudsman Service.

Abby shared her reflections since joining the organisation and talked about where improvements still need to be made. 

We were asked about our timescales, complaints backlog and our quality assurance work. Abby outlined some of the steps we’ve taken to change and improve and the progress we’ve made. Abby and Baroness Manzoor recognised there is still more work to do to improve the service we provide our customers. 

Abby highlighted the ways we work with other organisations such as consumer groups, charities, industry trade bodies and other stakeholders, to share our experience in resolving complaints and gain insight into new and emerging issues.

We were also asked about cases we’ve seen in motor insurance, authorised push payment scams, pre-paid funeral plans and complaints from small businesses. Abby also talked about how we support vulnerable customers.

The committee summarised the session by saying they welcomed the improvements that had been made and expected this to continue in the year to come. 

You can watch the full session on the Parliament TV website.

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