Ombudsman Association Biennial Conference “Seeing the future more clearly – adapting to thrive”

our role it’s about making fair decisions that also feel fair we listen; both to consumers and businesses we share what we know helpful and transparent

our changing casework profile All time complaints (to 31st March 2015): PPI – 48% ME – 11% bank charges surge 2% packaged bank accounts 1% all other cases 38%

the world has changed…

…and types of complaint are changing too

what our customers want, need and expect from us 3. demonstrated expertise “reassure me that you are the expert” 2. journey confidence “make me confident in my journey” 4. effective communication “talk to me on my level” 1. active listening “listen to me and let me know I’ve been heard” 5. timely service “give me an answer quickly” 1. Active 1. Active

how we reach our customers

consumer stories

how we measure whether we’ve succeeded the person I spoke to listened to me and cared about what I had to say the person I spoke to gave me clear and honest answers and let me know where I stood the person I spoke to got to grips with things and used common sense

the future ... The future…

conclusion

any questions?