To the Business, Energy and Industrial Strategy secretary:
For Clarity - Attempt 583.
583) The Customer Is Always King/Queen - Except When They Arrive At Ombudsman Services.
Dear Mr Clark,
In August 2008, Jonathan May, Executive Director of the OFT told consumers that,
"Buying and selling a home is a significant and complex transaction, so it is good news that from October there will be access to free, easily accessible and speedy redress schemes that will ensure fairness and transparency."
Good news?
A top government civil servant has assured consumers that the scheme he has approved will be; free, fair, easily accessible, speedy and transparent. Crucially, the executives responsible for operating this scheme will ensure fairness and transparency.
Really?
Fast forward to 04/052017 and check Jonathan May's commitment to consumers by looking at the company's key performance indicators - the ones ensuring fairness and transparency when dealing with their customers' complaints.
The executives state,
"We regularly ask customers who use Ombudsman Services to let us know what they think of our service. Here are our latest customer satisfaction research results..."
Only there aren't any.
Instead the customer is left completely in the dark - "ombudsman-services-customer-satisfaction-results-2015.pptxmight have been removed or deleted."
So no transparency there which isn't fair and suggests that the executives are instead hiding something. Otherwise, wouldn't things be very different?
Q. Mr Clark, Ombudsman Services haven't asked their customers what they think of their service since 2015. Is this regular?
Q. Mr Clark, what are Ombudsman Services hiding from their customers and how is this in any way fair and transparent?
Q. Mr Clark, do you agree with Jonathan may when he says that when customers take their complex property complaints to Ombudsman Services, they will be treated with fairness and transparency and how would you know?
Yours sincerely,
Steve Gilbert.
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