Caroline talks about the problems of not moving with the times and DISP If you saw my video blog this week, you’ll know that I’ve got a bit of an issue (OK a few issues) with DISP. And as much as it pains me to write this, it’s because none of us are getting any […]

Sarah talks about the ‘ins and outs’ of jurisdiction and shares her tips for dealing with it. Jurisdiction can be such a dry subject, and it’s not everyone that is going to get excited at the prospect of a blog about it, but it’s an important one and will pay dividends if you take the

Caroline talks about expressions of dissatisfaction and not being heard A couple of weeks ago now I was having a flick through Twitter – losing probably a good hour of my life that I’m never going to get back – when I spotted a tweet that caught my eye. And I was not alone. A

Sarah talks about businesses biggest issues when it comes to complaints being referred to the ombudsman When I managed the technical desk at the Ombudsman Service, I was conscious that I was speaking to a subset of regulated businesses that were willing to engage with the Ombudsman Service. I know that many try to distance

The moment you realise your not speaking the same language as your customer… My blog this week is about clear writing. And while I was thinking about what I was going to say about clear writing, I did a quick search of the word ‘jargon’. A word that has become known (cue Darth Vader entrance

What’s the big deal about final response letters anyway? I’m glad you asked. When I worked for the Ombudsman Service on the technical desk, I would often be speaking to businesses about how to resolve a complaint. Conversations would revolve around the circumstances – what had or hadn’t happened, who did what and when etc.

Nothing bugs me more when I can spot that a member of staff hasn’t been properly equipped. I talked about this in my video the other day, but nothing gets my irritation levels veering towards a 10 out of 10 quite like having a bad experience with a business’ customer service department. And sometimes it’s

If you don’t care, why are you here? Walking your walk. A couple of weeks ago now I was having a flick through Twitter – losing probably a good hour of my life that I’m never going to get back – when I spotted a tweet that caught my eye. And I was not alone.

When Distress and Inconvenience goes bad because fairness has been left behind Last week I was talking about money awards and what they’re made up of. This week I’m still focusing on distress and inconvenience, but, I’m specifically looking at where it can cause trouble for the business and leave the consumer feeling that things

Sarah’s asking ‘What do Trouble and Upset, Distress and Inconvenience, pain, suffering, reputational damage all have in common?’ Not the catchiest title in the world for a blog post I grant you, but still a very important question to ask businesses that are regulated by the Financial Conduct Authority. Because putting it plainly, unless you’re