ombudsman news

ombudsman news - issue 83

17 February 2010

• complaints involving consumers who are in financial difficulties;
• insurance complaints concerning domestic plumbing and heating emergencies;
• Paul Kendall, head of our customer-contact division, on handling up to a million calls a year to the ombudsman’s consumer helpline; and 
• chief ombudsman (interim), David Thomas, on dealing with increased numbers of complaints

[issue 83 - PDF version opens in new window]

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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.