Financial complaints cases - problem or opportunity?

How better visibility and predictability creates a competitive advantage

by Peter Cregg

According to the Financial Ombudsman, the number of complaints received by the authority has been steadily increasing in recent years, with 282,000 received between April 2021 and March 2022. While these figures are not as alarming as those from 2010, planning and resourcing in the management of operations is still challenging due to the complex nature of casework for each complaint.