Outdated ombudsman rules frustrate consumers
Industry News | 17/11/19
Customers are being left out of pocket because of arcane rules that force them to wait eight weeks before they can take unresolved complaints to an ombudsman.
Campaigners are calling for the system to be updated after research by the consumer website MoneySavingExpert showed that 89% of respondents wanted the waiting time halved to allow swifter redress when companies fail to deliver. Ombudsman schemes were first launched 50 years ago and gave companies eight weeks to address complaints to allow for the postal system. Customers can only approach an ombudsman earlier than that if the company sends a letter of deadlock. But by the time eight weeks have passed it can be too late.
Source: The Guardian
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