OmbudsmansServices' Liberal Lord Victimises Victims. (594)

To the Business, Energy and Industrial Strategy Secretary,

and

To the Chair, Ombudsman Services.

For Clarity - Attempt 594.

594) Ombudsman Services' Liberal Lord Victimises Victims.

Jeremy Corbyn for Prime Minister.

Congratulations Luke Pollard - Plymouth's Sutton and Devonport new Labour MP.

Dear Mr Clark and Lord Tim Clement Jones,

Blaming victims for the shortcomings of an organisation whose Ombudsman doesn't, "routinely ask questions" - or answer them - is about as sensible as calling an early general election, after saying you wouldn't, and then contriving to lose your majority.

    Although, "everyone who contacts OS is treated with respect, honesty and integrity - they     are far more than a number" this doesn't apply to, "some consumers" for whom, "our best   efforts will never be enough."

Q. Lord Tim Clement Jones, how many consumers are dissatisfied with your best efforts and why don't you number them in your Annual Report? 

In the three years when DJS Research carried out Customer Satisfaction Reports for the company, dissatisfaction levels rose from 61% to 64%. DJS Research were replaced and the figures went with them.

One can only guess at where they stand today. Lord Tim Clement Jones isn't saying.

Q. Lord Tim Clement Jones, just what exactly are those numberless dissatisfied consumers dissatisfied with - you don' say?

Before DJS Research's services were given the heave-ho they were able to highlight deep levels of complainant dissatisfaction with so-called "financial awards" grudgingly handed out like Maundy money by an Ombudsman keen to ensure that Members were getting value for money.

The company's minutes for 15th December 2009 state,

"5.8 The Chief Executive noted that there had 'been some concern' over the levels of recent awards."

There certainly was and what happened? See for yourself - although as Chair you will already know.

In 2009-10 the average award for property complaints was: £1.511.76p.

In 2016 it stands at a massive 50 quid.

Q. Lord Tim Clement Jones, why have Property "financial awards" plummeted from £1.511.76p to a paltry 50 quid?

Q. Lord Tim Clement Jones, why are these derisory, so-called, "financial awards" no longer broken down as was once the case?

Q. Lord Tim Clement Jones, why do you no longer inform property complainants that the maximum "financial award" is £25K and how many managed to hit the £25K jackpot?

Q. Lord Tim Clement Jones, 1166 property complaints were "resolved" by the Ombudsman in 2016 which could have resulted in RICS surveyors having to pay out £29.150.000 (£29.1M). However 64% got an average award of £50 - or £37.300. Does this not go some way in explaining why complainants are so dissatisfied with your, "best efforts?"

Q. Lord Tim Clement Jones, who expressed "some concern" over the level of financial awards and isn't this a corrupt and criminal interference in the supposed independence of the Ombudsman?

Q. Lord Tim Clement Jones, doesn't such interference in the running of this private redress scheme explode the myth that the Ombudsman is independent?

Q. Lord |Tim Clement Jones, isn't the truth of the matter RICS click their fingers and you jump to attention?

Q. Lord Tim Clement Jones, why weren't DJS Research's concerns listened to and Property complainants financial awards raised in line with customer expectations?   

Q. Lord Tim Clement Jones, why are the company's minutes no longer published on your company's website for your numberless victims to scrutinise?

Q. Lord Tim Clement Jones, are you demonstrating unimpeachable integrity when you blame consumers for your organisation's failure to live up to their expectations?

The company's CEO and Chief Ombudsman, The Rev Smith, refers to complainants as, "a stock of work."

Q. Lord Tim Clement Jones, isn't the truth of the matter that we are all numbers in a private redress scheme that very efficiently feeds us in one end and dumps us out the other?

The company's Annual Property Report has gone from 8 pages to I and "financial awards" from £1.115.76p to 50 quid. Complainants were once asked what they thought of their, "customer journey." Now their opinions are no longer sought. Instead they're patronised by Lord Tim Clement Jones.

Q. Mr Clark, according to Prof. Dame Janet Finch, the former Chair of this company, your department has a close and continuing relationship with Ombudsman Services. Do you still assure consumers that when they take their complaint to this private redress scheme they will be treated with respect, honestly and integrity and that they will have their complaint expertly investigated by an independent Ombudsman?

Yours sincerely,

Victim 501458.

The Ombudsmans61percent Campaign is at: www.blogger.com