full version - http://www.bba.org.uk/content/1/c6/0...bility_pdf.pdf
response is to:- DP08/5: Consumer responsiblity
Apparently its forums and cmcs to blame lol.
ensure customers are not...
Of course they are - the government i pretty much forcing everyone to have an account - as seen by the financial inclusion strategy inf earlier this week.
About FSa and fOS
response is to:- DP08/5: Consumer responsiblity
Apparently its forums and cmcs to blame lol.
Delegating responsibility
4. A number of factors are combining to encourage consumers to rely on ex-post
remedies in their dealings with financial services such as:
the activities of claims management companies, encouraging consumers to make
complaints in a number of areas, and in some cases to walk away from their
responsibilities on dubious grounds;
the growing perception that the Financial Ombudsman Service (FOS) is acting as a
consumer champion rather than a neutral arbiter for dispute resolution;
increased reliance on consumer websites;
4. A number of factors are combining to encourage consumers to rely on ex-post
remedies in their dealings with financial services such as:
the activities of claims management companies, encouraging consumers to make
complaints in a number of areas, and in some cases to walk away from their
responsibilities on dubious grounds;
the growing perception that the Financial Ombudsman Service (FOS) is acting as a
consumer champion rather than a neutral arbiter for dispute resolution;
increased reliance on consumer websites;
10. We believe that there is an increasing imbalance (in favour of consumers) between the
responsibilities of firms and consumers and little or no articulation of consumer
responsibilities.
responsibilities of firms and consumers and little or no articulation of consumer
responsibilities.
(d) Are not incentivised/ encouraged by Claims Management Companies to make
unfounded complaints to firms and/or the FOS.
unfounded complaints to firms and/or the FOS.
(c) Banks are not seen as a ‘social service’;
About FSa and fOS
(e) Different approach taken re claims through/from Claims Management Companies;
....
(g) FOS decisions are consistent and set precedent - to give certainty of outcome to
both consumers and financial institutions;
....
(g) FOS decisions are consistent and set precedent - to give certainty of outcome to
both consumers and financial institutions;