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 …
Can a robot understand emotions? Computer says maybe after significant investment, development and trials, but right now…no I read the Financial Ombudsman Service’s latest plan and budget with interest when it came out. I know it’s not the usual best-selling blockbuster, but it does provide valuable insight into the direction the FOS feels things will …
Anyone can handle a complaint, they say. It’s not that difficult they say…uh oh! Pass me my soapbox… Whenever I hear anyone say this – and believe me they do – it sends a shiver down my spine – and not in a good way. In fact, it makes my blood boil, because as it …
Please don’t tell me that anyone can handle a complaint Read More »
