Ombudsman Services

Complaints cost businesses dear

Third City harnessed the power of the consumer to highlight the need for access to ADR in the UK

Now in its fourth year, the Consumer Action Monitor (CAM) from Ombudsman Services is the most comprehensive multi-sector survey of its kind in the UK.

Charting dispute numbers across the energy, telecommunications, property and rail industry, CAM is one of the best gauges of consumer attitudes to complaining in the UK.

The findings reveal that whilst 55 million complaints were made in 2016, a further 75 million issues were ignored by consumers disillusioned with businesses. For the very first time, the report quantified the cost of  poor service to business – an astonishing £37 billion.

By crafting three main angles for the campaign; business, consumer and sector specific, we ensured the story had wide-ranging appeal across the media.

As a result, the campaign was covered widely in national print and broadcast, as well as high quality trade publications. Ombudsman Services’ spokesperson, Chief Ombudsman Lewis Shand Smith, was featured on BBC Breakfast, Good Morning Britain, Sky News’ Ian King Show, BBC Radio 4’s You and Yours and multiple local BBC radio stations – securing great reach amongst Ombudsman Services’ target audiences.