Earlier this year our non-executive board commissioned an independent review of our service to look at where we might be able to do things better.

A respected consumer rights champion, Richard Lloyd, was asked to carry out the review. In the months since his appointment, he has spent time talking to our people, our customers and our stakeholders, and he has shared his findings and recommendations with our service in a report (PDF 559KB).

Chief ombudsman and chief executive Caroline Wayman has welcomed the report, saying:

We’re grateful to Richard Lloyd for conducting such a thorough review. We’ll be considering carefully what it means for our service, keen to learn from the past so we can do things even better in the future. We will publish an update on our progress by the end of the year.

Latest news

Complaints about Nationwide’s Fairer Share Payment scheme

1 November 2023

We have been asked by some members of Nationwide to investigate complaints about the Fairer Share Payment scheme.

Read more 

Ombudsman News 185

24 October 2023

Welcome to the latest edition of Ombudsman News. In this edition we highlight our latest blog which outlines ways of working with us during the complaint-handling process, and the support and resources we offer. We also share our latest data, covering complaints about financial businesses from the first half of 2023.

Business Support Hub H1 data Recruitment

Read more 

We’ve published our complaints data from the first half of 2023

11 October 2023

Today, we’ve published data that shows how many complaints we received about financial businesses in the first half of 2023.

Complaints data Data and Insight H1 data Press release

Read more