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Consumers "still have faith" in ombudsman

Recent controversies over the process of reclaiming bank charges have not resulted in a loss of faith in the Financial Ombudsman among UK consumers, it has been claimed.

Spokesperson for the Financial Ombudsman Service Emma Parker said that banks usually give customers refunds in charge disputes that are handled by the ombudsman, while the service can offer people more than the court system, because it takes into account a variety of factors rather than just the legality of the situation.

Ms Parker also said that raising consumer awareness of the complaints procedure and how to handle finance services is a "continual process", with young people and the Asian community being recently identified as two groups which could benefit from increased awareness.

"In terms of complaints we look at the individual circumstances and have what we like to think is a pragmatic and practical approach to dealing with complaints and providing a solution," Ms Parker said.

"We've got people who have probably seen these issues time and time again, which is quite reassuring for consumers and businesses," she added.

Earlier this week the BBC reported on a couple whose appeal to the ombudsman regarding overdraft charges failed, before they successfully reclaimed £25,000 in a court settlement.

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07/06/2007 16:49:35

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