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

Caroline’s talking about Unconscious bias – the unseen force and its impact on complaints Unconscious bias is not normally a phrase you hear mentioned in complaints handling circles. It’s normally something we associate with recruitment, internal promotion/development processes and managing staff – with training reserved for the people carrying out those activities. But unconscious bias

I’m sorry, what? Give it to me in plain English. It’s been a trying week for me this week. I’ve never been the most patient person when it comes to tech. I expect it to work and when it doesn’t I can guarantee that my temper will get the better of me. All this despite

The Lettuce that broke the camel’s back – when customer expectations aren’t met. I know what you’re thinking. How on earth could a lettuce have driven me to breaking point? Let me paint the picture. I am often away on business and on this particular occasion it was my fourth consecutive night away from home.

Overall, increased complaints and uphold rates make for unsettling reading against the back drop of the FCA’s Business Plan I have to be honest, I wasn’t convinced that the Ombudsman’s annual review would hold any real surprises – I was fairly sure pensions (specifically DB transfers) would feature heavily and I had an inkling consumer

Change is coming, but is it really that big a change? ‘Ch-ch-ch-changes’, to quote David Bowie, are the main theme of the FCA’s business plan for 2019/2020. And let’s face it, the cultural change that’s been mentioned has been on the cards for a loooooong time. If like me you’ve worked in this industry for

Do you really know your client? Chris Wells asks whether they’re “‘present’ in the report” and if not where are they? In our first guest blog spot of the year we hear from Chris Wells of IFAs Included. In my 15 years at the Financial Ombudsman Service (FOS) I saw thousands of complaints. And it

Ducks and customer service, it’s a unique Venn Diagram, but one that’s relevant There’s nothing worse for me than running late for a meeting, especially if I’ve spent the time planning so that I’ll be early. But, my ever increasing reliance on public transport, particularly trains, means that I can sometimes find myself sitting on

‘Give it to me straight’ – the impact of not hiding behind jargon Back in November 2016 I was sat in a chair, being told I was one in a million. Now normally this is the kind of thing that I would’ve lapped up – albeit awkwardly. I mean, no-one likes receiving a compliment do