complaints, vulnerability and the ombudsman

events

Juliana Francissenior ombudsman

www.financial-ombudsman.org.uk

Financial Ombudsman Service

@financialombuds

meettheomb

what we’ve seen

PPI

everything else

volume of complaints

www.financial-ombudsman.org.uk

Financial Ombudsman Service

@financialombuds

meettheomb

complaints about consumer credit

www.financial-ombudsman.org.uk

Financial Ombudsman Service

@financialombuds

meettheomb

new complaints

www.financial-ombudsman.org.uk

Financial Ombudsman Service

@financialombuds

meettheomb

2014/2015 – resolved in favour of consumers

debt collecting 33% debt adjusting

62%

debt

counselling 46%overall average 55%

www.financial-ombudsman.org.uk

Financial Ombudsman Service

@financialombuds

meettheomb

how do you want your customer to feel?

www.financial-ombudsman.org.uk

Financial Ombudsman Service

@financialombuds

meettheomb

what we mean by “events”

www.financial-ombudsman.org.uk

Financial Ombudsman Service

@financialombuds

meettheomb

customer experience

www.financial-ombudsman.org.uk

Financial Ombudsman Service

@financialombuds

meettheomb

?any questions?

get in touch

www.financial-ombudsman.org.uk

Financial Ombudsman Service

@financialombuds#meettheomb