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As the final date for PPI complaints draws closer, and other types of complaints - investment/pensions and consumer credit in particular - are on the increase, this session will look at:- how the relationship between the financial services industry and the ombudsman has developed since it was first created- current 'hot topics' across all sectors - ranging from complaints about advice, mis-selling, unaffordable lending, and service - how the ombudsman approaches its 'fair and reasonable' remit in assessing compensation- what the future is likely to holdIf you're involved in dealing with customers/clients then this session is for you. The session is not just for complaint handlers, because complaint prevention as part of an ongoing relationship is just as important as knowing how to solve things that have gone wrong.
Speaker(s): David Millington, Lead Ombudsman, Financial Ombudsman Service
After a first career with HSBC/Midland Bank, David joined the former Banking Ombudsman scheme in 1998 - which soon became one of the founder schemes of the new statutory Financial Ombudsman Service. He's been an ombudsman for almost all that time, and as Lead Ombudsman was for several years joint head of the service's General Casework operation.More recently, David has led the Ombudsman's internal strategy on Knowledge Management, along with developing a coaching and mentoring practice for newly-appointed ombudsmen.Away from the Financial Ombudsman Service, David is an occasional consultant on alternative dispute resolution; a trustee and deputy chairman of an opera company; and a former non-executive director of The Pensions Advisory Service.
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