Balancing Confidentiality and Transparency in an Ombudsman Mediation Service

This report presents the findings of a research project conducted by the Kennedy Institute Workplace Mediation Research Group (KIWMRG) on behalf of the Financial Services and Pensions Ombudsman (FSPO). The FSPO is a statutory officer who deals independently with unresolved complaints from consumers arising from their individual dealings with financial service providers. Where a complaint about a financial service provider cannot be resolved through the providers own complaints process, the complainant may submit a complaint to the FSPO which will seek to resolve the issue by facilitating or mediating agreement between the parties or, where this is not possible, will investigate and adjudicate the complaint and issue a legally binding finding. The presenting issue for this research project was the challenge faced by the FSPO in balancing the requirements for confidentiality and transparency in its mediation service.