Debt Sale and Compliance Stream at CCR-interactive

1. complaints, vulnerability and the
ombudsman
events
Juliana Francis
senior ombudsman

2. www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
what we’ve seen
PPI
everything
else
volume of complaints

3. www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
complaints about consumer credit

4. www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
new complaints

5. www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
2014/2015 – resolved in favour of consumers

6. www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
how do you want your customer to feel?

7. www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
what we mean by “events”

8. www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
customer experience
the right
customer
experience
staff
systems tools
forward
looking

9. www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
meettheomb
any questions?

10. get in touch
www.financial-ombudsman.org.uk
Financial Ombudsman Service
@financialombuds
#meettheomb