You can watch the full session on the Parliament TV website. The committee summarised the session by saying they welcomed the improvements that had been made and expected this to continue in the year to come. Abby also talked about how we support vulnerable customers. We were also asked about cases we’ve seen in motor insurance, authorised push payment scams, pre-paid funeral plans and complaints from small businesses. Abby and Baroness Manzoor recognised there is still more work to do to improve the service we provide our customers.Ībby highlighted the ways we work with other organisations such as consumer groups, charities, industry trade bodies and other stakeholders, to share our experience in resolving complaints and gain insight into new and emerging issues. Abby outlined some of the steps we’ve taken to change and improve and the progress we’ve made. We were asked about our timescales, complaints backlog and our quality assurance work. We attend sessions with the Treasury Select Committee to answer questions about the work of the Financial Ombudsman Service.Ībby shared her reflections since joining the organisation and talked about where improvements still need to be made.
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