In 2011, the Financial Ombudsman Service invited the National Audit Office to conduct a review of the efficiency of its operations.

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The review took place at a time when the Service was implementing a major change programme to transform and modernise all aspects of its business in the light of recent rapid growth in demand for its services. It is therefore essentially prospective, rather than retrospective, in nature, and has focused on whether the change programme is being delivered in a way that will address the key efficiency challenges facing the Service.

January 2012


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