Insurance & Savings Ombudsman Scheme Offers More Services

Media Release – 17 July 2013

Insurance & Savings Ombudsman Scheme offers its Participants additional services after a year of growth

As its membership renewal process begins, the Insurance & Savings Ombudsman Scheme announces that, after a year of growth and consolidation, it was looking to provide its members with some encouragement and additional assistance with complaints handling.

Karen Stevens, Insurance & Savings Ombudsman, states “In acknowledgement of all the work our Participants have put into their internal complaint processes over the last few years, we have decided to waive the first complaint fee applicable for the next financial year. We are aware that many of our Participants have few or no complaints made about them but that they are still required to have a complaints process in place. Sometimes, complaints are unavoidable but our experience has been that most complaints are being resolved at the first instance without the need for our involvement. This early resolution of complaints clearly benefits consumers.”

Ms Stevens explains “We aim to share our depth of experience in complaint handling with Participants to help them resolve issues with customers before we need to become involved. Over the past year we have developed a range of resources to help our Participants. These resources have now been consolidated in a new members-only website which offers practical templates and training for all our Participants.”

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