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ombudsman news

Look at ombudsman news – our regular newsletter for people interested in financial complaints, and how to settle or prevent them – to catch-up on the latest:

  • case studies showing the problems that people bring to us – and how we sort them out
  • information about our approach to resolving complaints
  • news and feedback from the ombudsman.

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latest issue

image: ombudsmen news issue 124

issue 126

July 2015

  • our chief ombudsman, Caroline Wayman talks about how integral financial services are to people’s lives – and how a business’s care and expertise can make a difference throughout life
  • ombudsman focus: complaint statistics for the first quarter of 2015/2016
  • case studies on complaints about mortgages, including problems with interest-only mortgages, “porting” – and “freeman-of-the-land” cases

recent issues

image: ombudsmen news issue 124

issue 125

May/June 2015

  • in our fifteenth year, chief ombudsman Caroline Wayman looks at how things have changed since we were set up in 2000 - and what it means for complaints, fairness and trust
  • ombudsman focus: how we’re moving with the times
  • case studies on complaints we receive about brokers and comparison websites - as well as problems with unregulated collective investment schemes (UCIS)

image: ombudsmen news issue 124

issue 124

March/April 2015

  • our chief ombudsman, Caroline Wayman on adapting our service to meet our customers’ needs
  • ombudsman focus: powers of attorney
  • case studies involving farming and insurance - and ISAs and savings accounts

image: ombudsmen news issue 123

issue 123

January/February 2015

  • our chief ombudsman, Caroline Wayman, on resolutions for the new year
  • ombudsman focus: complaints we received in the third quarter of 2014/2015
  • case studies involving winter sports cover in travel insurance, and making reasonable adjustments for customers

image: ombudsmen news issue 122

issue 122

November 2014

  • our chief ombudsman, Caroline Wayman, on problems that arise this time of year
  • ombudsman focus: talking business
  • case studies on winter complaints, including boiler breakdown, car insurance, emergency cover and faulty goods

image: ombudsmen news issue 121issue 121

October 2014

  • our chief ombudsman, Caroline Wayman, on sharing personal information
  • a snapshot of our complaint figures for the second quarter
  • case studies on under insurance, lifetime mortgages and financial hardship

image: ombudsmen news issue 120issue 120

September 2014

  • our chief ombudsman, Caroline Wayman, on listening, not fobbing off
  • focus on alcohol exclusions in travel insurance
  • case studies involving motor insurance and theft claims

image: ombudsmen news issue 119issue 119

August/September 2014

  • our chief ombudsman, Caroline Wayman, reflects on interesting times for the lending sector, including payday lending
  • case studies and Q&As on short-term credit complaints

image: ombudsmen news issue 110issue 118

July 2014

  • case studies on complaints involving mortgage PPI (MPPI), right of "set off" and comparative (alternative) redress
  • complaint statistics for April, May and June 2014

image: ombudsmen news issue 110

issue 117
May/June 2014

  • case studies on health and medical insurance and credit files and credit reference agencies
  • ombudsman focus: there's more to PPI than meets the eye

image: ombudsmen news issue 110

issue 116
March/April 2014

  • ombudsman focus: the eyes and ears of our organisation, sharing our insight
  • case studies on disputed transactions

image: ombudsmen news issue 110

issue 115
January/February 2014

  • ombudsman focus: third quarterly statistics
  • case studies on annuities and winter weather

 

image: ombudsmen news issue 110

issue 114
December 2013

  • ombudsman focus: listening, learning, improving - focus on mobile phones
  • case studies on mobile phones

image: ombudsmen news issue 110

issue 113
October 2013

  • chief ombudsman, Natalie Ceeney, on the power of listening
  • our second quarter statistics
  • complaints about travel insurance
  • case studies on credit cards

image: ombudsmen news issue 110

issue 112
September 2013

  • case studies on interest-rate hedging products
  • chief ombudsman, Natalie Ceeney, reflecting on the year so far
  • complaints about "packaged" bank accounts

image: ombudsmen news issue 110

issue 111
Aug/Sep 2013

  • cases from older consumers
  • ageing - alternative perceptions
  • chief ombudsman, Natalie Ceeney, discusses making assumptions

all previous issues

about ombudsman news

ombudsman news is our regular newsletter for people interested in financial complaints – and how to settle or prevent them. It provides news, recent case studies and feedback from the ombudsman service.

It gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure. The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.

For more information about the ombudsman approach, please contact our technical advice desk on 020 7964 1400.