How the Money Advice Service understood customer needs

The question

If you’ve got a problem with a financial product and your provider won’t help, you can call on the Financial Ombudsman Service. To help understand consumers better, they wanted to see how they use social media to talk about their money problems.

Our approach

We looked for people having problems. Be it with their mortgage, current account, branch or insurance. We examined thousands of conversations to see what was worrying people and where they were going for help.

The answer

We found a big difference where people and business collide. We helped the Ombudsman understand how and where this happens and how they might provide services to help.