New vision for Ombudsman Services in exciting move to group structure

Ombudsman Services Limited can now announce that it will be officially known as Trust Alliance Group (TAG) Limited. The change provides the business with a broader objective to support the trust agenda as well as the opportunity to develop diverse capabilities with a connected purpose, rather than only resolving disputes.

The move to a group also offers the ability to demonstrate a clearer separation of the two ombudsman schemes and its other work streams. Transparency is also improved for stakeholders making it easier to identify what the business offers and the value of its services.

Trust Alliance Group is made up of several organisations, which includes the Energy Ombudsman and the Communications Ombudsman that have provided dispute resolution services for over 20 years. The two ombudsman entities will continue to provide the services in line with the relevant regulator’s requirements (in this case OFGEM and OFCOM). Both will continue to focus on delivering a first class, independent and free service but both will also pursue opportunities to support their sectors further, with value and efficiency being key drivers.

The third company, Flexible Resolution Services Ltd (FRS) will provide agile dispute resolution services and will continue to provide the Parking on Private Land Appeals (POPLA) service to the parking sector, whilst also seeking to develop other dispute resolution capabilities.

The Group will also build on its other established businesses, Lumin Ltd, which provides bespoke case management software and The Internet Commission Ltd, which provides insight into the ever-changing digital marketplace.

Matthew Vickers, Group Chief Executive of Trust Alliance Group, said: “This is an exciting time for Trust Alliance Group, and everyone involved as we move into this new structure. Our focus is to continue building, maintaining, and restoring trust and confidence between consumers and businesses.”

Simon Palmer, Group Managing Director of Trust Alliance Group, said: “The need to keep evolving our services and make them easy to access, whilst developing capabilities to provide additional support for consumers, requires us to challenge and keep developing our ways of working.”