Overall, increased complaints and uphold rates make for unsettling reading against the back drop of the FCA’s Business Plan I have to be honest, I wasn’t convinced that the Ombudsman’s…

Change is coming, but is it really that big a change? ‘Ch-ch-ch-changes’, to quote David Bowie, are the main theme of the FCA’s business plan for 2019/2020. And let’s face…

Do you really know your client? Chris Wells asks whether they're "‘present’ in the report" and if not where are they? In our first guest blog spot of the year…

Ducks and customer service, it’s a unique Venn Diagram, but one that’s relevant There’s nothing worse for me than running late for a meeting, especially if I’ve spent the time…

‘Give it to me straight’ - the impact of not hiding behind jargon Back in November 2016 I was sat in a chair, being told I was one in a…

Can a robot understand emotions? Computer says maybe after significant investment, development and trials, but right now...no I read the Financial Ombudsman Service’s latest plan and budget with interest when…

Anyone can handle a complaint, they say. It's not that difficult they say...uh oh! Pass me my soapbox... Whenever I hear anyone say this - and believe me they do…