Commenting on the conducts giving rise to complaints to the FSPO in 2022, the Financial Services and Pensions Ombudsman, Liam Sloyan, said: “Customer service remains the highest proportion of complaints in 2022, accounting for 28% of complaints. This is a disappointing increase from what was already a significant volume in 2021, at 23% of complaints. Customer service issues can include a provider’s failure to provide information, complaint handling issues and accessibility and communication issues. Many of the consumers making complaints to the FSPO could have had their complaints addressed by their provider, at an earlier point in time. I encourage all providers of financial services and pension products, to adopt an approach of seeking, where possible, to resolve complaints quickly with their customers. This is both in the interests of the complainant and the provider. In many cases, complaints are resolved promptly when the provider receives an initial contact from the FSPO. This Overview serves as a resource for all those who can have an impact on the financial services and pension environment, and I would encourage providers to reflect on the nature of complaints brought to this Office.”
Mismanagement.
Press Release
Mismanagement.
Press Release