To the Business, Energy and Industrial Strategy Secretary:
For Clarity - Attempt 568
568) Ombudsman Services:Property - ADR With No Transparency And No Accountability.
(Where ADR is supposed to be Alternative Dispute Resolution).
Dear Mr Clark,
In 2009-10 the Ombudsman Services:Property annual report was eight pages long and there was also a separate Customer Satisfaction Report compiled by DJS Research. There was a degree of transparency and accountability.
In 2009-10 DJS Research concluded that,
"Many (around six in 10) felt the report was completely, or in balance, against the. This did not change even when further representations were made."
(DJS Research Ombudsman Services:Property annual report 2009-10)
By 2016 there was NO Ombudsman Services:Property annual report. The customer journey was complete. Complainants were shunted into a siding and left to be forgotten.
Q. Mr Clark, how does this comply with ADR approval?
The latest Ombudsman Services report states,
"As part of our ADR approval, under schedule 5 of the regulations, we are required to produce an annual activity report. The reports about our energy, communications and consumer ombudsman schemes are listed below."
Q. Mr Clark, why is there no Property report?
The company continue,
"Ombudsman Services annual report.
In accordance with the Ombudsman Association's requirements to be open, transparent and accountable, the annual report has details about our performance, accounts and the complaints we have handled."
Q. Mr Clark, why is there no Property report and how does this comply with the Ombudsman Association's requirement for Ombudsman Services:Property to be open, transparent and accountable?
Is it because this is how the private market in property redress has been rigged so as not to work in the customer's interests but in those of inadequately regulated RICS surveyors?
ADR with no transparency and accountability is not ADR but something quite different.
Yours sincerely,
Steve Gilbert.
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