To the Leader of the House of Commons / The Business Secretary / The Chair of Ombudsman Services and the CEO and Chief Ombudsman of Ombudsman Services.
Ombudsman Services Par 4: The Full English Cover-Up. Attempt 19.
19. Ombudsman Services: "Le Temps Des Cerises." Yves Montand.
Dear Mrs Leadsom, Mr Clark, Lord Tim Clement Jones and the Rev Shand Smith,
Tomorrow will be the 80th day of 2018.
However, there is still no Annual Report from Ombudsman Services. Their association - the Ombudsman Association - say that such a report is a requirement, no, "ifs" or "buts."
But then a Whistleblowing Policy was also once a requirement and that was surreptitiously dropped to the detriment of both its workers and consumers.
The 2016 Ombudsman Services Annual Report under, "Welcome" states,
"In a world where the dispute resolution landscape is becoming more
competitive we decided that our resources are best placed in offering
the ombudsman model which not only provides complaint handling, but
works in collaboration with other bodies to understand what is going
wrong and what could go wrong."
Q. Mrs Leadsom, Mr Clark, Lord Tim Clement Jones and The Rev Shand Smith, year after year an ever increasing number of property complainants said the ombudsman model being offered by OS provided them with abysmal complaint handling. This was once confirmed by DJS Research. Why did you fail to understand this and fail to a) re-investigate the cases of dissatisfied complaints and b) ensure that all future investigations were given the forensic examination they required?
The 2016 Annual Report continues,
"A model in which data and insights drive improvement, where consumer
detriment is reduced by the ombudsman working with suppliers and
sectors to put things right to stop problems arising in the first place and to
make a real difference to the whole consumer journey."
An Ombudsman61percent Campaign insight is that the language of Ombudspeak is particularly vomit inducing please ditch talk of, "landscapes" and, "consumer journeys." It would make a real difference.
Q. Mrs Leadsom, Mr Clark, Lord Tim Clement Jones and The Rev Shand Smith. since DJS Research were replaced in 2011, where exactly is the data that is supposedly driving these, "insights?"
Q. Mrs Leadsom, Mr Clark, Lord Tim Clement Jones and The Rev Shand Smith, why weren't the insights provided by DJS Research acted upon immediately so that consumers could have been upgraded from the cattletrucks they were being herded into, to business class where they would have glided serenely, with every question answered and stone unturned, on their customer journey through a landscape of feverish ombudsman activity en route to a destination of Gold Plated Justice?
The 2016 Chief Ombudsman Overview tells us that the maladministrators have, "the passion to put things right." And yet they still got it wrong.
Q. Mrs Leadsom, Mr Clark, Lord Tim Clement Jones and The Rev Shand Smith, if that is indeed the case why did Martin Lewis in his report - Sharper Teeth: The Consumer Need For Ombudsman Reform reveal that 80%+ of property complainants believed they had been treated unfairly? Where was the passion when property complainants needed it?
Further,
"Ombudsman Services is a people business."
It sounds like the business of trafficking people on a consumer journey from a place of hope to one of total despair.
It goes on,
"We are passionate about treating people well and putting things right
where we find something has gone wrong with goods or services they
have bought."
Q. Mrs Leadsom, Mr Clark, Lord Tim Clement Jones and The Rev Shand Smith in 2009-10, according to DJS Research, the consumer dissatisfaction rate stood at 61%. By 2017 Martin Lewis tells us it had rocketed to 80%+ by. What happened to the passion? What was wrong with the service property complainants bought and why did you fail to put it right?
Q. Mrs Leadsom, Mr Clark, Lord Tim Clement Jones and The Rev Shand Smith, why did RICS the regulator believe all of this to be, "effective?"
Next,
"Every day our people help the people who come to us get answers,
resolution and redress from suppliers."
Q. The Rev Shand Smith, we sent you 100 questions why didn't you answer them?
And,
"We work alongside people in businesses, helping them learn from what
has gone wrong and making suggestions to stop complaints arising in
the first place."
Q. Lord Tim Clement Jones and The Rev Shand Smith, property Customer Satisfaction Reports (208-2011 when they were being carried out) and Annual Reports state that "surveys and valuations" top the complaints list. Why have you failed to improve the market in surveys and valuations?
Q. Lord Tim Clement Jones and The Rev Shand Smith, why did you dispense with DJS Research and their remarkable, insightful and highly revealing Customer Satisfaction Reports?
Q. Lord Tim Clement Jones and The Rev Shand Smith, doctors keep and maintain their patient's medical records, teachers keep and maintain records of their pupil's educational attainments so why don't surveyors - RICS surveyors - keep and maintain a Case File for their clients?
Q. Lord Tim Clement Jones and The Rev Shand Smith, isn't the answer simple and straightforward - it would provide the evidence that would prevent them from packing their dissatisfied clients off to their RICS appointed Ombudsman?
Finally we're told,
"Ombudsman Services is an inquisitive organisation listening, learning
and seeking to find new and improved ways of doing things. We resolve
disputes for consumers, advise companies and influence industry. We
are passionate about what we do and, together, we make a difference."
Q. Lord Tim Clement Jones and The Rev Shand Smith, if what you say is true why does MoneySavingExperts report a 80%+ property complainant dissatisfaction rate with your model of redress?
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