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Shopper satisfaction slips at FOS regardless of backlog lower

The Monetary Ombudsman Service (FOS) has made headway in tackling its case backlog however has seen shopper satisfaction ranges drop.

The Ombudsman resolved 99% of complaints older than 18 months by 31 March, marginally decrease than the 100% it had focused to resolve, in response to its annual report.

Throughout 2021/22 the FOS printed an Motion Plan following criticism of its efficiency lately.

Baroness Zahida Manzoor, chairman of the FOS, stated: “We made good progress through the 12 months throughout all 5 areas of the Motion Plan and we achieved numerous service enhancements, resolving extra instances than we obtained and performing effectively in opposition to a spread of different metrics.

“Our efficiency noticed us reducing our backlog of unallocated instances by over half and making important progress in offering solutions on our oldest instances. However we recognise that our prospects are nonetheless ready too lengthy for a solution, and the progress we’ve made solely takes us up to now.”

Shopper satisfaction with the FOS dropped for each upheld and non-upheld instances.

Shopper satisfaction for non-upheld instances dropped to 36%, compared to a goal of 45% and 43% in 2020/21.

For upheld instances shopper satisfaction dropped 2% to 88% (2020/21: 90%). The uphold fee for the 12 months was 39%.

Companies’ satisfaction with the FOS rose over the identical interval to 80% (2020/21: 72%).

Abby Thomas, the brand new chief ombudsman on the FOS, stated the drop in shopper satisfaction scores was attributable to the Ombudsman’s prioritisation of older instances.

She stated: “Our deal with closing the oldest instances as a precedence has meant that the median time to resolve each case closed in 2021/22 was 6.4 months, above the 4.2 goal we had set.

“This contributed to deteriorating shopper satisfaction scores, most importantly the place we present in favour of companies, the place shopper satisfaction dropped from 43% to 36% in opposition to a goal of 45%. Scores from customers whose instances had been upheld additionally decreased, however by a a lot smaller margin, from 90% to 88% in opposition to a goal of 90%.

“We’re upset to have seen any falls in our shopper satisfaction scores, however we accepted it was inevitable if we prioritised older instances as the appropriate factor to do, whatever the brief‑time period affect on efficiency figures.”

In its 2021/22 monetary 12 months, the FOS obtained 165,263 complaints, decrease than the 170,000 it anticipated.

Nevertheless, the FOS resolved fewer than the 220,000 complaints it anticipated to see over the course of the 12 months. It resolved 218,740 complaints.

The ombudsman has obtained 4,342,601 complaints because it was established in 2001, 4,274,384 of which have been resolved.

Consciousness of the Ombudsman among the many basic public elevated over the course of the 12 months, with 91% of individuals having some consciousness of the FOS compared to its goal of 80% (2020/21: 90%).


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