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

2. 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

3. 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%

4. the world has changed…

5. …and types of complaint are changing too

6. 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

7. how we reach our customers

8. consumer stories

9. 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

10. the future ...
The future…

11. conclusion

12. any questions?