As Business Connect is launched, our Director of Transformation, Michele Boyer-Chammard explains why it is a significant step forward in enhancing the experience businesses have with our service.
I am delighted to announce the rollout of Business Connect – our new digital portal designed specifically for financial service providers.
This innovation represents a significant step forward in enhancing the experience businesses have with our service.
Improving our process
Business Connect makes the Financial Ombudsman Service more accessible, user-friendly, and efficient. The portal allows businesses to self-serve at their convenience – offering a range of features that streamline the way they interact with us.
Through Business Connect, businesses can view the status of their cases, identify priority cases, and see what actions are needed to progress complaints.
Business Connect also provides an overview of key data, such as uphold rates, while enabling businesses to store and manage case-related documents in one place. These features empower businesses to take a more proactive approach to resolving complaints and offer valuable insights into where they can improve their own processes, potentially helping to reduce the number of complaints referred to our service.
Business Connect also supports faster and smoother complaint resolution by enabling businesses to share information and documents with us more efficiently. By clearly showing what is required to progress each case, Business Connect removes unnecessary delays and helps ensure cases move forward quickly.
This project has been developed and delivered in close partnership with Tata Consultancy Services.
The pilot programme
Over the coming months, businesses that participated in the pilot programme will be fully onboarded, embedding Business Connect into their processes and using it to interact with us more effectively. Later this year, the portal will be rolled out to a wider range of financial service providers.
Customer First
The launch of Business Connect marks a key milestone in our Customer First Transformation programme, with more improvements to come in the future.
It reflects our commitment to improving the experience of working with us, helping to make our service more efficient and supporting faster resolutions for complaints. We are excited to see the benefits this will bring to the businesses we work with and the customers they serve.