OMBUD COUNCIL ANNUAL REPORT 2024/25

PART A: GENERAL INFORMATION

VISION The Ombud Council will ensure that a known, trusted, and easily accessible ombud system exists for all in the financial sector. MISSION The Ombud Council will help the ombud system work better for financial customers by: 1. Using its statutory powers to harmonise the system, improve its coverage and visibility, and keep track of its performance. 2. Proactively supporting regulatory reforms to improve the system’s structure.

VALUES The Ombud Council operates in accordance with the following core values:

Figure 2: The Ombud Council’s Core Values

INDEPENDENCE AND IMPARTIALITY We act independently and impartially, without fear, favour or prejudice, and support the independence and impartiality of the ombud schemes that we oversee.

INTEGRITY We execute our functions with integrity.

FAIRNESS We treat all stakeholders fairly.

EFFECTIVENESS AND RESPONSIVENESS We implement effective and responsive processes to perform our functions.

TRANSPARENCY AND ACCOUNTABILITY We perform our functions transparently, take accountability for our actions, and hold the ombud schemes that we oversee to account. We will ensure that financial costumers and other stakeholders understand our role and that of the ombud schemes we oversee.

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OMBUD COUNCIL ANNUAL REPORT 2024/25