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ombudsman news

issue 45

April 2005

a guide for complaints handlers

We have recently updated this guide [PDF format], which is intended mainly for people working in the parts of firms, such as compliance units and customer service departments, that deal regularly with complaints and the ombudsman service.

For further information, look on the publications page of this website.

Walter Merricks, chief ombudsman

ombudsman news issue 45 [PDF format]

ombudsman news gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure.

The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.