Aimed at financial firms and professional advisers – and at consumer advice agencies – we focus each month on news from one of our three case-handling divisions: insurance, investment – and this month – banking & loans

about this issue of ombudsman news

The Financial Ombudsman Service is now dealing with banking and loans complaints in its own right, rather than on behalf of the Banking Ombudsman Scheme and Building Societies Ombudsman Scheme.

Those schemes used to publish commentaries on their decisions once a year, in their annual reports. ombudsman news is intended to fulfil the same role but quarterly – so the information is more regular and more topical.

This issue contains brief updates on two ‘hot topics’ – dual variable mortgage rates and TESSAs. It gives examples of other complaints that can arise on mortgage accounts and current accounts. And it looks at some plastic card transactions from opposite viewpoints – those of the retailer and those of the customer using a card abroad.

Our own contribution is rounded off by an explanation of some procedural issues – lead cases, final response letters and what our new rules mean for firms. Finally, a guest article from the BBA/BSA/CML deals with arrangements for ongoing liaison.