We were set up under the Financial Services and Markets Act 2000 to resolve individual disputes between consumers and financial businesses –fairly, reasonably, quickly and informally.
Our work at the ombudsman – across the huge range of problems and complaints that people bring to us – constantly reminds us that where lives and livelihoods are concerned, nothing is easy to predict.
In every disagreement, there are two sides to the story. It’s our job to listen to both sides, consider all the facts and information, and to use our common sense and judgement to reach an outcome that is not only right but also feels fair.
We cover almost every financial product including insurance, lending & credit, banking, savings and investments. The decisions we make at the ombudsman service impact people’s lives and livelihoods – both the businesses we cover and their customers. This means we have to be confident that we have reached the right decision in each case and can explain the outcome to both sides, clearly and thoughtfully.
This is a challenge that takes outstanding listening and problem-solving skills to weigh up both sides of the story, think about what is fair in the circumstances and explain this to everyone involved. Sometimes, what a business argues should happen because of the terms and conditions the customer agreed to, isn’t always what should happen to make things fair. By working with financial businesses and their customers to unravel disagreements, we’re making a difference, one problem at a time.
Our biggest strength is our people. There is no “standard” qualification that we look for. Our people come from a wide range of backgrounds; from financial services to legal, finance to HR, IT to communications and beyond – but what we all have in common is that we care about what we do, are proud of our work and understand why it matters.
We’re looking for people who are not only great problem solvers, but who can really show our customers they care – so you’ll need to be able to give our customers thoughtful, honest answers that help them feel listened to and understood.