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Financial Firms 'Not Responding Properly'

Various financial organizations across the UK have been slammed after recent research revealed they are still not sufficiently responding to complaints about their service. Complaints to the Financial Ombudsman Service rose by more than 2,000 relative to the first six months of this year, with the majority of complaints being as a result of missold payment protection.

In reaction to the latest statistics that show missold payment protection is still a massive issue when it comes to consumer satisfaction, the chief executive of Customer Focus Mike O Connor stated that the results ‘suggest that too many companies are not taking complaints seriously and are content to leave them to pursue problems with the ombudsman instead’.

Speaking on behalf of the Financial Services Authority, a spokesman did note that while any company should be given a chance to put things right themselves, consumers should still not be putting off making a complaint if it is valid.
Whilst consumer success in the ombudsman holding up a complaint was varied, in the area of personal insurance – which includes missold payment protection – 70% of claims were upheld in favour of the consumer.

The amount of claims withheld also varied between company to company, revealing shockingly that some companies had a very large number of the complaints against them upheld, revealing that the correct customer service is still very much an issue. Lloyds banking group only upheld 12% of the complaints made against them, leading to a much bigger number being sent to the ombudsman service.
It is very apparent that missold payment protection is still very much an issue, and that the banks are still choosing to not handle complaints regarding this with the seriousness the complaints deserve.

For more information on missold payment protection, fill in our contact form here.

Posted by Shaun Edwards on 21 Sep 2010

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