A Financial Ombudsman Service executive has urged firms to "embrace, encourage and celebrate" complaints, arguing they need to plan for imperfections.
Tony Boorman, the deputy chief ombudsman, told an audience of bankers, insurers and intermediaries that errors will always be made, despite the efforts of both businesses and regulators, leading to complaints....
To continue reading this article...
Join Professional Adviser
- Unlimited access to real-time news, industry insights and market intelligence.
- Stay ahead of the curve with spotlights on emerging trends and technologies
- Receive breaking news stories straight to your inbox in the daily newsletters.
- Make smart business decisions with the latest developments in regulation, investing retirement and protection.
- Tap into our community intelligence through our regular Pro Adviser poll.
- Be the first to hear about our events and awards programmes.
