The review shows that during the year the ombudsman service:
* Received over half a million front-line enquiries and 98,000 new complaints - an increase of 57% on the previous year.
* Dealt with a near four-fold rise in mortgage endowment complaints (51,917 cases compared with 13,570 in the previous year) - half of our overall workload.
* Resolved 92% of complaints by mediating and recommending settlements - without needing to use formal ombudsman powers to make binding decisions.
* Took part in over 650 consumer and industry events around the country - including roadshows and conferences, workshops and exhibitions.
Commenting on the significant increase in workload faced by the ombudsman service, chief ombudsman, Walter Merricks, said:
"This has been a year of dealing with big numbers and big operational challenges. Major surges in complaints have been driven by publicity about - and increased awareness of - mortgage endowment mis-selling, "splits" and "precipice bonds.
"Before the volume of complaints stabilises, we may see the number of mortgage endowment cases rise again - as consumers respond to specific warnings about imminent deadlines for complaining.
"With more people than ever using the ombudsman service, it may be worth stressing our fundamental purpose. We are not a regulator, nor a trade body, nor a consumer champion. The value we contribute to the financial services industry and its customers lies, I believe, in our distinct role as a dispute resolution service - specialising in settling individual complaints fairly, impartially and independently."
