Bridging the Gap: How Ombudsman Services Empower Consumers
Author: Adam Carter - two minute read
As you should hopefully know by now, we’re all about making sure everyone has an understanding of their rights when purchases go wrong. But also that we have access to fair and effective solutions when this happens.
In our latest podcast, me and LouBax welcomed Donal Galligan (pronounced Dough-nal – Please see his funny blog on why we should be making an effort to pronounce peoples names correctly - #My Name Is | Ombudsman Association), Chief Executive of the Ombudsman Association, to discuss the crucial role ombudsman services play in consumer protection.
Whether you’ve encountered a challenging complaint or just want to understand the role of ombudsmen, this episode is a must-listen.
What Is an Ombudsman Service?
Ombudsman services are independent organisations designed to resolve disputes between consumers and businesses. They offer a free, impartial alternative to the courts, ensuring that consumers receive a fair hearing.
You may remember that we had Kevin Grix on from the Dispute Resolution Ombudsmen Service on last series to talk about the role of Ombudsman.
Donal explained that while the Ombudsman Association isn’t an ombudsman itself, it sets rigorous standards for its members across the UK and Ireland, ensuring they operate with fairness, independence, and accountability.
In an attempt to find a decent video on YouTube about what an Ombudsman organisation is, I found this. I think it goes to show the limited knowledge of these organisations, although it is very funny, I bloody love Peep Show (series 9 Episode 4 if you want to go back and watch on Channel 4 On Demand).
Making Redress Accessible
A highlight of the episode was the Guide to Ombudsman Offices in the UK, created by the Ombudsman Association. This guide is a comprehensive resource that helps consumers find the right ombudsman service for their issue.
Donal emphasised how crucial it is to raise awareness about ombudsman services, particularly among vulnerable groups who may struggle to navigate the system. We had a bit of a discussion as to the reasons why it was mainly middle aged, educated white males who tend to access redress systems like Ombudsman services. It was me being an armchair sociologist (no this isn’t a thing, yet!)
Plugging the Gaps in Redress
Donal also spoke about the existing gaps in consumer redress, particularly in sectors like aviation and private healthcare, where mandatory ombudsman schemes don’t yet exist. He made a compelling case for reforms to simplify the landscape and ensure no consumer is left without support.
“We need a system where everyone has access to redress, regardless of the sector,” Donal shared, reinforcing the importance of closing these gaps.
A Word About Awareness
The word “ombudsman” can be a little daunting, and Donal touched on the ongoing debate about its gender neutrality and whether it should be re-branded for easier public understanding. “The Swedes say it’s gender-neutral,” he joked, “and since it’s their word, we believe them.”
He also argued that, like teaching children what a doctor or police officer is, we should include ombudsmen, amongst other things in education to raise awareness about their essential role.
This got Lou’s brain ticking and pretty much before the podcast was over, Lou, in her had had created a whole educational package called Consumer Literacy. Her plan is to visit all the schools in the space of a week and deliver financial, media and redress literacy to anyone who will listen! And if they won’t listen, she’ll carry on talking anyway! One thing at a time Lou.
Why This Matters
Ombudsman services don’t just resolve disputes—they promote fairness, hold businesses accountable, and build consumer trust. By simplifying access to redress, they help consumers feel confident that their voices are being heard.
Looking Forward
At Consumer Friend, we’re passionate about empowering consumers to navigate their rights with ease and confidence. This podcast episode is packed with insights into how ombudsman services can make a real difference for individuals and society as a whole.
For more information, tune into the full episode below and explore the Guide to Ombudsman Offices in the UK. Let’s work together to make fairness accessible to everyone.
Episode Title: The Role of Ombudsman Services with Donal Galligan
Release Date: 27 Jan 25
Host(s):
Adam Carter
Louise Baxter MBE (LouBax)
Guest(s):
Donal Galligan – Chief Executive of the Ombudsman Association
Episode Summary:
In this insightful episode of the Consumer Friend Podcast, Adam and Louise are joined by Donal Galligan, Chief Executive of the Ombudsman Association, to discuss the essential role of ombudsman services in providing fair redress for consumers.
Donal dives into the complexities of the consumer redress landscape, highlighting how ombudsman schemes work to resolve disputes, identify systemic issues, and improve service delivery across sectors. He also discusses the Guide to Ombudsman Offices in the UK, an essential resource designed to help consumers navigate the often-confusing world of redress and find the right service for their needs.
Whether you’ve encountered a tricky complaint, want to better understand ombudsman services, or are curious about the broader consumer landscape, this episode is packed with practical insights and advice.
Key Takeaways:
What Is an Ombudsman?
Ombudsman services are independent organisations that investigate and resolve complaints between consumers and businesses. They offer a free, fair, and impartial alternative to court proceedings, focusing on what is reasonable and just.The Role of the Ombudsman Association
The Ombudsman Association sets the standards for ombudsman schemes in the UK and Ireland. It ensures members adhere to criteria like independence, fairness, and accountability, helping to maintain trust in the system.Guide to Ombudsman Offices in the UK
A valuable resource developed by the Ombudsman Association to help consumers and advisers find the right ombudsman service for their complaint. This guide is available online and simplifies access to contact details and key information.The Importance of Consumer Awareness
Raising awareness about ombudsman services is crucial. Many consumers don’t know these services exist or how to use them. The podcast explores ways to bridge this gap and empower consumers to seek redress confidently.
Resources & Links: