The chief executive of the Financial Ombudsman Service (FOS) has said he wants firms presenting their case to the ombudsman to "recount a story", not present graphs and numbers.
Tony Boorman said he "worries" when financial services executives present him with spreadsheets and graphs as opposed to information about the human interaction they have had with their customer. He said the FOS hears from consumers who feel they have been treated like a "seven-digit account or policy reference" by the firms they have complained about. This could be a "consequence of 'tick-box' compliance", he suggested before reminding firms "our job isn't about numbers - it's about individual people, their individual lives, and the very individual consequences of something going wro...
To continue reading this article...
Join Professional Adviser for free
- 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
- Members-only access to the editor’s weekly Friday commentary
- Be the first to hear about our events and awards programmes