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Ombudsman Lays Into Banks

As the Chief Executive for the Financial Ombudsman Service, Ms Natalie Ceeney has been the figure most responsible for dealing with the British Banker’s Association bankers association over the last year, and has had to deal with consumers who have been waiting for their compensation as a result of the bank’s unnecessary delays whilst the case of missold payment protection was moved to the court.

Since the BBA lost their high court appeal, they have rather sheepishly declared that they will be refunding consumers money without any more delays (Barclays leading the charge), but that hasn’t stopped Ms Ceeney continuing to criticize the way that the lending institutes dealt with the whole issue.

The fact PPI took so long to resolve says to me that things need to change. We need to dramatically change complaints handling. The FSA has proposed abolishing the two-stage process. You now just have eight weeks to try and put it right. Someone senior is also being made accountable for complaint handling.’

‘This is common sense. The best firms in my view treat complaints as insight. They treat complaints under their marketing teams not their compliance departments. If a customer who has a complaint is dealt with well they will speak more positively about you than a customer who has never complained at all.’ Ms Ceeney commented.

She highlighted that it had taken the BBA and other lenders a full five years to deal with the missold payment protection scandal, which was first reported by the Daily Mail back in 2006.

It is likely that the boots will continue to be laid into the banks until consumers have been refunded their money.

To find out how you could claim thousands in missold PPI, visit the Creditline Financial website now.

Posted by Shaun Edwards on 08 Jul 2011

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