1. Ombudsman Services Good for consumers – Good for business
Systemic Investigations

2. Importance of Systemic Investigations}
Role 1
Resolving
individual
complaints
Role 2
Identifying issues in individual companies and making recommendations to improve complaint handling
Role 3
Identifying industry wide issues and
(1) making recommendations or taking action to improve them, or
(2) Referring them to the appropriate body for action (including possible regulatory breaches)
Benefits a small number of individual consumers by resolving their individual complaints }
Benefits all consumers of a specific firm who receive better complaint handling }
Benefits the largest number of consumers by driving improvements across the whole industry that are delivered to all consumers

3. ‘What do we mean by Systemic’
Looking beyond individual consumer complaints
Considering all of the factors which lead to complaints about a particular issue
Looking at the roles of all of the actors within a particular system
Identifying how that system can be improved to reduce consumer detriment
Taking action to effect change

5. Switching issue Issues with national meter database
Information from old supplier
Issues with national meter database
Switching websites
Information from Citizens Advice
Switching issue
Information from new supplier
Regulations/
licence conditions
Consumer expectations

6. Data Insights Policy Influencing Information from old supplier
Issues with national meter database
Switching websites
Switching issue
Information provided by Citizens Advice
Information from new supplier
Regulations/ Licence conditions
Consumer expectations
Insights
Influencing
Policy

7. What do we mean by ‘Investigation’?
Looking back to gather insights
Using these when looking forwards
Preventing possible consumer detriment

8. 70,000 consumers without power
Scenarios published for consumers
30,000 potential complaints
Published on Website
Engagement with company
Reiterated
best practice
Communicated decision making principles

9. Identifying risks

10. Trends
Horizon scanning
Engagement
Policy

11. Looking forwards as well as backwards
Systemic
Investigations
Looking forwards as well as backwards
Considering all of the elements

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