Informal resolution by ombudsmen

A study is being conducted to map how ombudsmen and other complaint-handlers use informal approaches […]

Putting pieces together

Book review: Ursula’s Secrets by Roger Jefferies (2014)

The ombudsman world is notorious for its dedication to sustainability and recycling. Ex-ombudsmen turn up […]

Written by Roger Jefferies, former Housing Ombudsman

Move over M’lud…it’s real people we want to hear from!

Feedback mechanisms are increasingly being used to give headline ‘satisfaction’ statistics. However, these approaches can […]


Members’ views of the Ombudsman Association

The Ombudsman Association (OA) is currently assessing if and how it should change to meet […]


The EU ADR directive

What is the EU ADR directive? The European Union’s alternative dispute resolution (EU ADR) directive […]


Managing consumer expectations via Twitter

Ombudsman Services, which runs the energy ombudsman scheme, recently supported the Citizens Advice Big Energy […]

Ombudsman Debra Vaughan-Massey answers consumer queries on Twitter

Consumer activism on the rise

Britons are more likely than ever to take action against companies they’re not happy with, […]


Better complaint handling could be worth £millions

The Legal Ombudsman (LeO) recently commissioned research that shows the legal sector could see net […]