TPO: Just 5% of investigations need an ombudsman decision

TPO outlined the figure in its 2019/20 annual report and accounts, published on Thursday (16 July), which also showed the ombudsman had made progress on its key process of simplifying complaints. Ombudsman Anthony Arter said: "By resolving complaints earlier in the process, we save all parties from having to go through lengthier processes which can be both stressful for complainants and resource intensive for respondents." TPO said the most common topics of completed investigations over the past 12 months had related to transfers - including issues around calculation of values or dela...