Complaint handling
Ombudsman reveals 15% spike in complaints
The Financial Ombudsman Service has revealed a 15% increase in the number of complaints received between 1 January and 30 June when compared with 2012 figures.
Insurance contracts top complaints list
Insurance contract terms received the most consumer complaints for the fifth consecutive year, according to data compiled by a London law firm.
PPI complaints falling but Ombudsman warns against complacency
The number of complaints being lodged over the mis-selling of payment protection insurance may have peaked, the Financial Ombudsman Service said this week.
Go Compare tops most complained about ads
Car insurance price aggregator Go Compare has seen its adverts slammed by consumers, taking the top two spots in numbers of complaints published by the Advertising Standards Agency.
Lloyds TSB tops FCA insurance complaint figures
Payment protection insurance complaints are continuing to rise in the latest data from the Financial Conduct Authority, with Lloyds TSB subject to the most insurance complaints in the second half of last year.
Insurance complaints rise in Hong Kong
Complaints rose 18% last year in Hong Kong, but self-regulator says this reflects more sales.
Co-operative Bank fined over PPI claims handling
The Financial Services Authority has fined The Co-Operative Bank £113 300 for failing to handle payment protection insurance claims fairly.
Lyons Davidson tops list for Legal Ombudsman intervention
The Legal Ombudsman has filed 10 decisions on law firm Lyons Davidson since April after receiving complaints from clients.
Confused in the clear after complaints about 'overly sexual' ads
Confused has been forced to defend a television advert featuring bikini-clad cartoon characters after 37 complaints were lodged with the Advertising Standards Authority.
Home-emergency cover complaints soar as FOS talks of problems elsewhere
The Financial Ombudsman Service received 1099 new complaints about home-emergency cover, relating to broken boilers, burst pipes and other domestic crises, in the last three months of 2011.
Indian government considering mis-selling role for ombudsman
The Indian government is considering expanding the remit of the insurance ombudsmen scheme to cover mis-selling of insurance products.
Direct Line vows to improve amid soaring industry complaints
Direct Line Group has promised to build on the momentum it created in cutting customer complaints by 16% in the second half of 2011, despite FSA figures showing a 49% rise in the number of general insurance grievances.
Eiopa begins consultation on complaints handling
The European Insurance and Occupational Pensions Authority has begun a public consultation on proposed guidelines on complaints-handling by Insurance Undertakings.
FSA publishes 2011 H1 complaints data
Complaints data compiled by the Financial Services Authority for the first half of 2011 shows that the number of individual grievances concerning general insurance and pure protection have increased by 18% to 848 357.
RBSI tops Ombudsman GI complaints
Royal Bank of Scotland Insurance is the most complained about general insurer in the UK according to figures from the Financial Ombudsman Service.
Half of insurers have no complaints chief
Almost half of large UK insurers have failed to name a head of complaints – just two weeks before the Financial Services Authority deadline comes into effect.
Claims supplement: The faces of the new revolution
Claims are often said to be the shop window of the insurance industry, but with many firms stuck with legacy issues do new entrants have the greatest advantage when it comes to innovation. Stephanie Denton approached firms across four distinct sectors —…
Legal Ombudsman: Open for business
As the Legal Ombudsman replaces the Legal Complaints Service, Michelle Garlick looks at the differences between the schemes.
QBE “delighted” at lack of FOS complaints
John Neal, chief underwriting officer, QBE European Operations has revealed the firm’s delight at being at the bottom end of the Financial Ombudsman Service's complaints table.
Lloyds tops FOS complaints table
Lloyds TSB Bank has received the most general insurance complaints of any company during the first half of 2010.
CMS Cameron McKenna: FSA “punishing” PPI market
Law firm CMS Cameron McKenna has responded angrily to the FSA’s policy announcement on the PPI market.
FSA outlines tough stance on PPI market
The Financial Services Authority has published a policy statement confirming a package of measures to protect consumers in the Payment Protection Insurance market.
RDT develops complaints module
Insurance administration solutions specialist RDT has developed a fully integrated complaints module.
RDT customer service tool
RDT has developed a software package that aims to help insurance claims departments tackle customer complaints more efficiently.