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Here is an
extract from our first annual report. You can open a full,
printable version here[
First Annual Report ] or you can request a copy
by phoning 020 7964 0092.
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by
Walter Merricks, chief ombudsman
This
year has been one of design and construction, as we gradually put
in place the elements needed for operating the new single ombudsman
service. During this period, we have only been a 'shadow' organisation,
while we wait to receive our full statutory powers under the Financial
Services and Markets Act (at a date commonly known as 'N2'). Nevertheless,
it is important that we establish longer term objectives.
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| We
aim to: |
provide
consumers with a free one-stop service for dealing with disputes about
financial services |
| resolve
disputes quickly and with minimum formality |
| offer
user-friendly information as well as adjudication; and promote avoidance
of disputes as well as their resolution |
| take
decisions which are consistent, fair and reasonable |
| be
cost-effective and efficient; be seen as good value |
| be
accessible to disadvantaged and vulnerable people |
| be
forward-looking, adaptable and flexible, making effective use of new
technology |
| be
trusted and respected by consumers, the industry and others |
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