Ombudsman tells firms: 'embrace and encourage' complaints

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. "I want you to encourage them and to celebrate them for what they can be - essential insights into how you can improve your service and better meet the needs of your customers," he said. Speaking at the Customer Experience Management for Banking & Financial Services conference last week, he said that, while products may be created "in good faith", they will still end up being di...