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Latest News
May 2010
More time for new PPI complaints, FSA says
More time has been given for 55,000 people to complain about being mis-sold payment protection insurance (PPI).
The Financial Services Authority has extended the normal six-month deadline for people to go to the Financial Ombudsman Service (FOS) if a firm turns down their original complaint.
June 2010
Repeat silent calls to be banned, Ofcom says
People who feel harassed by repeated silent phone calls are set to be given greater protection by the telecoms regulator Ofcom.
It is proposing to ban firms from dialling a number with an answer phone more than once in a day.
April 2010
Saving Money on your PPI Remediation Project
Charter UK have developed a PPI Remediation solution that speeds up the processing of thousands of claims by weeks, and helped save one of our larger finance customers an estimated £4 million on their PPI resolution project.
The software solution has been developed specifically to help manage the end to end process of PPI remediation in line with FSA principles and reporting requirements. The product’s ability to automate a large proportion of the workload allowing a lean approach realises significant savings in resources.
Energy suppliers worst for making errors
19 April 2009
Energy suppliers are the worst offenders when it comes to inaccurate billing, according to research by comparison service uSwitch.com. More than nine million households have had to contend with at least one inaccurate energy bill in the past two years, the survey showed. But the energy industry is not alone in making what can be costly mistakes for customers.
FOS slams "dismal" complaints handling
7 April 2009
The Financial Ombudsman Service has hit out at the way some financial services firms treat complaints, reporting a growing number of cases where complaint handling is "nothing short of dismal." In FOS’ latest issue of its regular newsletter Ombudsman News, chief ombudsman Walter Merricks says that many businesses take complaints-handling seriously.
Customers just want to be understood
17 March 2009
A recent survey has discovered that flexibility and understanding customers’ needs were the most favoured attributes when dealing with service departments. Circulated among 40 public and private sector employees in Scotland, the survey also found that IVR machines, poor delivery, failed promises and indecisive frontline staff were the most disliked flaws.
Consumer complaints against banks set to soar during recession
17 February 2009
Consumer complaints against banks are expected to soar this year as the beleaguered financial services industry becomes more reluctant to resolve disputes with customers. The Financial Ombudsman Service (FOS) expects to handle around 150,000 complaints during the next financial year – 25,000 more than this year.
Do better on complaints, NHS told
16 February 2009
The NHS must do better at handling complaints, a health watchdog has said. Complaints in England are initially dealt with by the NHS trusts, but can be referred up to the Healthcare Commission and then the ombudsman. A report by the commission found the proportion of complaints it upheld rose by 50% last year compared with 2007.
Consumer complaints on the increase in 2008
26 January 2009
Consumer Direct, the government’s consumer advice agency, reported a 7% increase in complaints received as they release the Top Ten reasons for complaints in 2008. Consumer Direct advisors answered almost 1.6 million calls and emails in calendar year 2008 and logged 874,171 consumer complaint cases.
News Archive - 2008
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