It is important that our points of contact are consumer-friendly, that our literature is easy to understand, and that our service to those who contact us is seen as a positive experience. Of those who contact us, no doubt many simply have their confidence strengthened merely by being reassured that we could deal with their case if they wanted us to. But equally I want to be sure that they are not put off by the fact that we are in London, and deal mainly through correspondence, or by the rules of the scheme.
During the coming year, we shall be carrying out detailed research to test levels of public awareness about the Ombudsman and the extent to which people find our procedures accessible and user-friendly. One of the scheme rules for instance effectively requires those who approach us to write a further letter to the company about whose decision they wish to complain, and with whom most have already engaged in correspondence. It is a condition of membership that companies should draw the attention of policyholders both to their internal complaints scheme, and to the existence of the Ombudsman.
Sadly I have seen a number of files where claims managers have left very obviously dissatisfied customers with the impression that they had no further avenue of recourse, and it has only been from some other source that the policyholder has learned about the Ombudsman. Corporate Website Design However, the position is now that over 95 per cent of those companies writing personal lines general insurance are members, and the question arises whether anything less than 100 per cent coverage should be regarded as satisfactory.
It is clear that consumer organisations regard membership of the IOB as an important element in consumer protection. for example, always warns its readers of companies which are non IOB members where these are mentioned in its surveys. In my short time as Ombudsman there have been persistent press reports drawing attention to the fact that policyholders of non-member companies do not have access to redress through the ombudsman scheme.
developing problem-solving skills, addressing peer group affiliations, planning for the future and building self-esteem. Social workers were asked to indicate how effective they considered each type of input to have been. These data suggest that he individual work undertaken with young people was perceived as most effective and the employment input as less effective. though the number of cases involved is small and it would be inappropriate to draw conclusions based upon a sample of this size.This caution seems particularly appropriate given the views expressed by social workers in to the website designers impact of the project upon young people’s employability and interest in education.
Nine young people were believed by their social worker to have responded very positively to the project, three were thought to have responded fairly positively and in only one case was the young person’s response described as poor. identified a number of features of the project that they believed young people had found most useful. These included being provided with assistance regarding employment and work on offending and related issues (such as alcohol and conflict management) via groupwork and individual work.
Social workers also suggested that young people valued the support and structure provided by the project and the interests and options it provided and that some gained in confidence as a result. Career information and a chance for him to get out of the spiral of offending. Forced or assisted to analyse his own behaviour. Provided him with some structure and responsibility.
Most social workers were unable to identify aspects of the programme that the found least useful. Those who were mentioned the disruption to group work as a result of non-attendance by group members, having to attend for set , being let down with respect to and having to work on offending. Project workers identified the main objectives of the project in these cases as being to address reduce offending (16 cases),