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Customer Responsibility - delegated to websites and cmcs ?

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  • Customer Responsibility - delegated to websites and cmcs ?

    full version - http://www.bba.org.uk/content/1/c6/0...bility_pdf.pdf

    response is to:- DP08/5: Consumer responsiblity

    Apparently its forums and cmcs to blame lol.

    Delegating responsibility

    4. A number of factors are combining to encourage consumers to rely on ex-post
    remedies in their dealings with financial services such as:

    􀂾 the activities of claims management companies, encouraging consumers to make
    complaints in a number of areas, and in some cases to walk away from their
    responsibilities on dubious grounds;

    􀂾 the growing perception that the Financial Ombudsman Service (FOS) is acting as a
    consumer champion rather than a neutral arbiter for dispute resolution;

    􀂾 increased reliance on consumer websites;

    10. We believe that there is an increasing imbalance (in favour of consumers) between the
    responsibilities of firms and consumers and little or no articulation of consumer
    responsibilities.
    ensure customers are not...
    (d) Are not incentivised/ encouraged by Claims Management Companies to make
    unfounded complaints to firms and/or the FOS.

    (c) Banks are not seen as a ‘social service’;
    Of course they are - the government i pretty much forcing everyone to have an account - as seen by the financial inclusion strategy inf earlier this week.


    About FSa and fOS
    (e) Different approach taken re claims through/from Claims Management Companies;
    ....
    (g) FOS decisions are consistent and set precedent - to give certainty of outcome to
    both consumers and financial institutions;
    #staysafestayhome

    Any support I provide is offered without liability, if you are unsure please seek professional legal guidance.

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