We have published a new set of guiding service principles following a period of consultation with consumers, legal service providers, claims management companies, and employees.
Our principles and standards apply to all and show the level of service our customers can expect. They also show how we respect and respond to each other internally and externally with our customers and stakeholders. The principles reflect our core values of being Open, Fair, Independent and Effective. Each principle is supported by service standards and behaviours, which are meaningful, measurable, and place our customers at the heart of what we do.
Chief Ombudsman, Kathryn Stone, said: “As we move forward I hope our principles and standards really help us to review and improve all areas of our work so we can continue to provide an excellent service to our customers and stakeholders.”