Annual reports.

Ombudsman Services annual reports.

Our annual reports afford us the chance to reflect on key highlights from the previous year and address challenges and opportunities we face now and in the future. From 2018, our financial statements are included within the Annual Report.

2018

2017

2016

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Independent Assessor's report.

The Independent Assessor investigates complaints raised about Ombudsman Services using the terms of reference provided by the board. Each year the Independent Assessor publishes a report into the service complaints that have been concluded.

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Alternative Dispute Resolution (ADR) entity reporting.

As part of our ADR approval, under Schedule 5 of the Regulations, Ombudsman Services are required to produce annual activity reports.

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Consumer action monitor report.

The Consumer Action Monitor report (CAM) is the most comprehensive multi-sector survey of its kind in the UK. The CAM report gives an insight into consumer attitudes on the goods and services they buy and use.

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Complaints data.

Want to know more about the types and volumes of complaints we handle across the organisation?

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Key Performance Indicators.

We publish quarterly Key Performance Indicator statistics to reflect our performance in the communications sector, as required by Ofcom. We report on: calls answered in less than two minutes; calls answered in less than five minutes; decisions issued within six weeks; decisions issues within eight weeks; and written correspondence replied to within 10 days.