Mr Conor Cashman
Publication of Information on Complaints Record of Providers
Financial Services Ombudsman's Bureau
3rd Floor Lincoln House Lincoln
5 September 2011
Re: Publication of Information on Complaints Record of Providers Dear Mr Cashman.
Further to the consultation documentation train the Financial Service's Ombudsman as to whether his office should publish the complaints record of individual providers.
EBS has no objection to the publishing of financial institution names provided that the reporting is relevant to market share.
We propose that the most equitable manner to measure market share is by customer numbers i.e. using the number of customers of an institution Vs the number of customers across all institutions.
Our view is that the only complaints that the Ombudsman should publish the complaints record by institutions on, are cases that are investigated by the Ombudsman's office and on which a 'finding is issued.