Ombudsman schemes in the United Kingdom's financial sector: The insurance ombudsman,the banking ombudsman,and the building societies ombudsman

The problems facing consumers in pursuing complaints against suppliers through the courts are well known and have given rise to the development of alternative strategies. This paper considers the development and use of one such strategy — the ombudsman — in dealing with the complaints of consumers against insurers, banks and building societies. The decisions to create these schemes can be seen against a background of the radical changes in the financial markets during the 1980s. However, the practice of the different ombudsmen is also influenced by the history, rules, practices and commercial contexts of their respective industries. It is argued, for instance, that the ombudsmen have developed standards of fairness which enable them to step outside established law and practice. However, the extent to which each is willing to do this may depend on the history and legal context of the relationships which a particular sector has had with its customers.

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Ombudsmann-Regelungen im Finanzsektor Grobritanniens: Die Ombudspersonen für Versicherungen, für Banken und für Wohnbaugenossenschaften

Zusammenfassung Die Schwierigkeiten, die Konsumenten haben, wenn sie Beschwerden gegen Anbieter auf gerichtlichem Wege klären lassen wollen, sind gut bekannt und waren Anla\ für die Entwicklung alternativer Strategien. Der Beitrag behandelt eine dieser Alternativen — den Ombudsmann — bei der Behandlung von Verbraucherbeschwerden gegenüber Versicherern, Banken und Wohnbaugenossen-schaften. Die Entscheidungen, die zur Schaffung dieser Regelung geführt haben, sind vor allem vor dem Hintergrund der starken Veränderungen auf den Finanzmärkten in den 80er Jahren zu sehen. Dabei wird das praktische Vorgehen der Ombudspersonen von der Entstehungsgeschichte, von Gewohnheiten und Praktiken und vom wirtschaftlichen Zusammenhang ihrer jeweiligen Branche beeinflu\t. So haben die Ombudspersonen zum Beispiel Richtlinien für Fairne\ entwickelt, die ihnen auch Möglichkeiten au\erhalb der etablierten Bereiche des Rechts und der Praxis eröffnen. Allerdings hängt die Bereitschaft des einzelnen Ombudsmannes, solche Möglichkeiten zu ergreifen, von der Geschichte und dem rechtlichen Kontext der Beziehungen ab, die seine Branche mit ihren Kunden gehabt hat.

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The authors would like to thank VW-Stiftung which funded the project, of which an earlier version of this study formed a part: Southern Extension of the EC, Financial Services and Consumer Protection; as well as Magda D'Ingeo and Katrina Wilson, both of Brunel University.     

The impact of the global financial crisis on the cross-currency linkage of LIBOR–OIS spreads

This article examines the impact of global financial crisis on cross-currency linkage of the LIBOR–OIS spread, a financial stress measure in interbank markets. The impulse response analysis is conducted in a multivariate setting, adopting the bias-corrected bootstrap as a means of statistical inference. The overall evidence suggests that the crisis has substantially changed the nature of the cross-currency interactions in liquidity stress. Also global money markets have failed to contain stress in US dollar funding and the role of the Japanese yen as a liquidity source appears to be significant, while these two currencies drive the cross-currency system of liquidity stress.     

Postschool education and training: Accessible to all?

This article examines knowledge and skill development during early adulthood when the individual has severed ties with formal education and entered the world of work. Focusing on a cohort of young men from the National Longitudinal Surveys, the paper examines the economic and social forces influencing participation in various forms of postschool education and training. A recursive model is used to explore skill development patterns over the lifecycle. Attention is focused on the role of early human capital development and its influence on the cost and incentives for subsequent skill development in the adult working years. The findings point to the cumulative nature of skill development over the lifecycle with some important implications for efforts to reduce economic and social inequalities for blacks and whites.     

The potential impact of abolishing company tax in Ciskei

The purpose of this paper is to examine the likely effect of the abolition of company tax on the Ciskeian economy. After considering the case for and against a corporate tax exemption, the issues involved are analysed on two levels. Using aggregate data, drawn from available census data, we find that most firms seem likely either to prefer the existing package of industrial concessions to the tax holiday, or to be indifferent to either option. Similarly, a recent survey of manufacturing enterprises in Ciskei indicated that the majority would prefer the incentive package. Firms that might be attracted by the tax‐free option are likely to be relatively profitable, subsidiaries of multinational companies, and enjoying a higher turnover per worker than firms opting for the incentive package.     

Changes in european defence procurement and industrial capabilities

The impact of defence procurement on a country's industrial and technological base can be considerable—among NATO countries, the USA, Britain and France stand out in this regard. Equally, concern is also often expressed about how to safeguard the civil technology base as a necessary foundation for security, broadly conceived. This article examines the changes taking place in the UK, and more broadly in Europe, regarding defence procurement: first, by examining arguments and events regarding defence R&D; and second, through analysing procurement issues relating especially to industrial structures and strategies. Much strategic repositioning by firms is currently taking place, often encouraged by governments, who seem to lack adequate means of regulating the restructuring, thereby creating unintended problems.     

What determines early exercise of employee stock options in Australia?

Employee stock options (ESOs) are a popular way of remunerating employees. We analyse factors at the firm and option level affecting the employee's decision to exercise ESOs before they mature. Exercises over the period 1998–2004 are analysed and the key factor influencing early exercise is found to be dividends. Exercises frequently occur well before maturity, but in most cases little time value is sacrificed. Our findings have implications for the ‘fair’ valuation of ESOs in companies’ financial statements, as required by the relevant Australian accounting standard, AASB 2.     

Planning in the Dark: Why Major Engineering Projects Fail to Achieve Key Goals

The arguments, analysis and observations in this paper are based on 10 years of research with partners in the European and US aerospace and defence industries. During this period, the authors were part of a team of researchers who were seeking to develop a new methodology and tool set for project management, particularly aimed at large aerospace projects. The research was motivated by the seemingly ubiquitous reality of project failure, with large engineering projects apparently always late and over budget. Here the authors focus on aerospace and defence, but the problems are generic across all branches of engineering. In their view, aerospace and defence have more excuses than most, because not only are the projects huge, but also they are globally distributed and highly complex. As work progressed, a fundamental conundrum emerged. Through discussions with project managers and assessment of the teams that were undertaking the projects, it became obvious that they were well educated, intelligent, highly motivated and very capable people. So why were so many projects going wrong? And it was not just aerospace and defence, as projects were failing in many different sectors and in numerous geographic locations. Obviously the problems were not to do with incompetence, as they were clearly so generic. As a result, the authors focused their analysis on factors inherent in the way all major projects are undertaken. The ultimate finding has been that the very technology available for managing projects today is inadequate. As argued within the paper, modern, complex projects cannot be planned and executed using 50-year-old project management tools. The paper tells the story of what is wrong with the current technology and how and why it needs to change. The authors are well aware that there are also cultural problems in project management, but many of these are exacerbated by the use of inadequate tools.