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ombudsman news

index of previous issues

issues: 91 to 100 | 81 to 90 | 71 to 80 | 61 to 70 | 51 to 60 | 41 to 50 | 31 to 40 | 21 to 30 | 11 to 20 | 1 to 10

ombudsman news issue 100

issue 100
February/March 2012

To mark the 100th issue of "ombudsman news", four guest editors select their favourite complaints case-studies - and write about customer service from their personal perspective.

  • Diana Wright (Sunday Times, "A Question of Money") points out that a mistake put right isn't a complaint at all;
  • Paul McMillan (Money Marketing) says claims managers aren't the only ones needing to clean up their act;
  • Sue Anderson (Council of Mortgage Lenders) suggests joining the dots between the myths and the evidence; and
  • James Daley (Which?) urges turning a bad complaints experience into a good customer one.

ombudsman news issue 99

issue 99
January/February 2012

As well as updating on the latest quarterly complaints figures, issue 99 focuses on:

  • proposed new arrangements for charging businesses case fees
  • disputes involving personal accident insurance
  • debt-related complaints.

ombudsman news issue 98

issue 98
November/December 2011

'In the last couple of months the number of new PPI cases referred to us has climbed steeply - from fewer than 1,000 a week to over 3,000. This means we'll soon be getting our 300,000th PPI complaint.'


ombudsman news issue 97

issue 97
October/November 2011

'In many of the complaints referred to us by younger people, we see others involved such as student reps, campus advisers and, of course, mum and dad.'


ombudsman news issue 96

issue 96
September/October 2011

'Access to his e-money account had been restricted for up to 180 days while security checks were carried out.'


ombudsman news issue 95

issue 95
July/August 2011

Showing how we dealt with a variety of financial disputes involving consumer credit, mortgages and insurance - in connection with buying, refurbishing or furnishing a home.


ombudsman news issue 94

issue 94
June/July 2011

'It is understandable that consumers can sometimes be uncertain whether or not they were ever sold PPI in the past. In this instance, however, we noted that the loan provider had given the claims-management company clear evidence that it had never sold PPI to Mr G. We did not uphold the complaint.'

ombudsman news issue 93

issue 93
April/May 2011

'In a very clear ruling issued on 20 April, Mr Justice Ouseley rejected, on all counts, the legal challenge on the approach to handling PPI complaints, brought against the Financial Ombudsman Service and the FSA by the British Bankers Association (BBA) - on behalf of a number of high-street banks.'


ombudsman news issue 92

issue 92
February/March 20011

'Mr G thought the insurer had seriously under-estimated the value of a set of football programmes. He had been collecting programmes from his favourite team's games for over 50 years. More than half of this collection was destroyed in the fire.'


ombudsman news issue 91

issue 91
December 2010/January 2011

With a focus on financial complaints involving family disputes and difficulties in close personal relationships.


issues: 91 to 100 | 81 to 90 | 71 to 80 | 61 to 70 | 51 to 60 | 41 to 50 | 31 to 40 | 21 to 30 | 11 to 20 | 1 to 10

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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.