The Financial Ombudsman's Annual Review ..

The Financial Ombudsman's Annual Review for 2002-03 showed the service received more than 460,000 enquiries and over 62,000 complaints over that period - a rise of 44% on the previous year. Chief ombudsman Walter Merricks said: "This continuing increase in complaint volumes reflects rising expectations on the part of consumers of financial services - expectations fuelled by firm's promises of better-value products and more customer-focused service. But the rift between expectations and reali

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