Ombudsman Services appoints Code Computerlove as digital partner

Ombudsman Services, the UK's largest independent multi-sector complaints mediation service, has appointed Code Computerlove Ltd as its digital partner.

Code will help the not-for-profit organisation to kick start its digital transformational journey, beginning with defining a new strategy and digital experience, in order to take a greater share of the UK market. The partnership with digital agency Code is part of Ombudsman Services’ transformation programme.

Sarah Barrett, chief relationships officer at Obmudsman Services, said: “Audiences’ behaviours are changing fast; more customer interactions are digital and this is continuing to accelerate. Responding to market and customer needs by providing intuitive solutions through digitisation is a key priority for us. Improving user satisfaction and digital channel experience are central to our goals and we are confident that our partnership with Code will support us in realising these ambitions.”

The organisation’s website currently receives around 200,000 enquiries (complaint applications) per year, and offers a variety of content and services – from making a complaint through to offering news and advice. In addition, Ombudsman Services proactively lobby for best practice and help to shape policy and are committed to ending consumer detriment.

Established in 1999, Manchester-based Code Computerlove works with clients including Hillarys, Manchester Airport Group (MAG), the BBC and Bentley. The agency became part of the MediaCom North group in 2016.