Resolution 2025

Every three years the Ombudsman Service Board conducts an external review relevant to the work of the Service, both to inform its own work and to help financial businesses and their customers. In Autumn 2013 the Ombudsman Board invited Future Foundation to undertake a thought-provoking piece of future thinking about the changing environment to which the Service and its customers will need to adapt over the next decade.

This site communicates the project and its outcomes.

In the boxes below, you can read about the six major developments which we anticipate will affect the Ombudsman and its wider environment in the coming decade.

  • Big Data Flow

    Big Data Flow

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    Big Data Flows

    The most common theme identified by stakeholders was the changing world of Big Data, which will form the basis for much more tailored and “knowing” service provision on both a micro and macro scale.

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  • Fairness

    Fairness

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    Fairness

    Without the feeling that organisations are consistently 'playing fair', there will be no environment of respect and trust. A perceived absence of fairness is likely to act as a catalyst for more adversarial approaches to gain traction and to become attractive alternatives to more impartial solutions.

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  • Proactive services

    Proactive Services and Prevention

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    Proactive Services and Prevention

    Consumers will expect greater proactive anticipation and response to their needs and are likely to want it to be subtle, seamless and automatic. Third parties and ADR service providers will need to use their expertise, knowledge and access to customer data to develop a more proactive/preventive role.

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  • Widening space

    Widening Space For New Services

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    Widening Space For New Services

    As consumers’ expectations continue to rise, we expect to see new intermediaries offering personalised concierge-style services to handle disputes on their behalf. Consumers will therefore have more choice of intermediary and should experience better service.

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  • Collective Knowledge

    Collective Knowledge and Networks

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    Collective Knowledge and Networks

    We do not expect that unguided, consumer-led networks will be a powerful force in dispute resolution. Ultimately networks, even in 2025, will require an organising agent to exert pressure on a targeted organisation. Indeed, taking on the role of organiser is a major opportunity for third parties and intermediaries to develop new services in dispute resolution.

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  • Polarisation

    Polarisation and Segmented Services

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    Polarisation and Segmented Services

    Technology, however advanced and seamless, will not overcome the basic divides between the ‘haves’ and the ‘have-nots’. Vulnerable consumers will need even more guidance and support, including in how to best use new technology, when dealing with businesses. Brands and businesses will struggle to seem accessible and responsive to those who can’t afford new higher quality services.

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executive summary

Executive Summary

The core findings of the Resolution 2025 project are outlined in the PDF document below. Further information on each of the key themes raised in this document can be found by following the appropriate link on the Home Page. Details on the context and process of getting to these findings can also be found by following the links below:

Today's Complaining Landscape
Getting To The Future

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Today's Complaining Landscape

This section of the Resolution 2025 project examines the current complaining landscape and how business, consumers and others – including services like the Ombudsman – are approaching dispute resolution today. This crucial stage of the project provides the context, evidence base and building blocks for all further stages of the project.

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complaining landscape
getting to the future

Getting To The Future

This section of the Resolution 2025 project explains the key five stages of the research process and the techniques used - including the Future Foundation’s own proprietary trends database, future forecasts and provocative scenarios used to engage stakeholders - in order to develop the core findings showcased on the Home Page.

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Contact Us

For further information on the Resolution 2025 project please contact either the Future Foundation or the Financial Ombudsman Service at: