Download - 11 juliana francis debt sale
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complaints, vulnerability and the ombudsman
events
Juliana Francissenior ombudsman
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www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
what we’ve seen
PPI
everything else
volume of complaints
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www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
complaints about consumer credit
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www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
new complaints
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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%
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www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
how do you want your customer to feel?
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www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
what we mean by “events”
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www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
customer experience
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www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
?any questions?
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get in touch
www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds#meettheomb