An update from our Partnership Team [November 2021]

Ombudsman Services | Nov 12, 2021

Welcome to your November Service Update

In this issue we’re pleased to introduce you to two members of the Ombudsman Services team: Dave Addison who has been promoted to Director of Finance and Mike Byrne who joins the Partner Support Team as Partner Support Executive following 7 years in customer relations and investigations for OS.

All of the case and subscription fee emails will be distributed this month to enable budgeting for 2022. If for some reason you’ve not received yours by 30th November, then please let us know.

With festive décor and gifting beginning to line retailers’ shelves, we wanted to give you an update on our operating hours over the Christmas period:

  • Up to 23rd December: Open as usual
  • 24th December: Phone lines open 08:00 – 16:00
  • 25th–28th December: Closed
  • 29th-30th December: Open as usual
  • 31st December: Phone lines open 08:00–16:00
  • 1st January 2022: Closed

As you know, Ombudsman Services are in the process of transforming our operational processes and systems to provide consumers with an improved dispute resolution experience and suppliers with improved insights and streamlined administrative processes. These changes include each case having an assigned Dispute Resolution Executive working alongside the supplier and consumer from registration to resolution.

Our Partnership Team have enabled us to incorporate your feedback into the system and process improvements. We’ve written to you about some of the improvements that you can expect to see in coming weeks and months including: the removal of unnecessary notifications, updating of the submission flow to reduce registration of disputes that are OTOR and enhanced access to additional consumer information including the basis of appeals. We will keep you updated on developments, but please look out for further information regarding streamlining the disputes process and requesting remedy extensions. If you have any questions, please reach out to your Partnership Manager.

We look forward to collaborating with you further. Myself, Mike and Deb will be available via the usual email address should you have any queries about any aspect of our service.

Shaun Chambers
Partner Support Lead