In many cases the strong relation of trust developed between the OFSO and the service providers, has facilitated resolution of complaints that fall outside the formal terms of reference of the Ombudsman scheme. Mis-understanding of the role and function of the OFSO and confusion about the procedures to be followed in making complaints were some of the initial challenges faced by the Ombudsman scheme.
As Suzanne noted the OFSO has taken steps to address these issues through various public awareness programmes. Most notably, the OSFO is now giving greater focus to financial education. The results achieved by the OFSO since its inception have been formidable by any standard. The total number of complaints against the banks received by the OFSO was, 585.