Operating within the UK public services sector, the Ombudsman provides free and easy-to-use services that help resolve complaints between consumers, small businesses, and financial services businesses. The Ombudsman has partnered with TCS to enhance and futureproof its digital services capabilities, to help achieve its goal of preventing complaints and unfairness, and for better serving and supporting its customers.

Leveraging its PACE™ innovation ecosystem, TCS will design and implement a new greenfield Digital Customer Portal that will significantly improve the experience for complainants and respondents. TCS will also develop and maintain a complaint management and reporting system to enhance the Ombudsman’s public service offering and organisation performance.

Amit Kapur, Head, TCS UK&I, said: “This partnership with the Ombudsman strengthens our collaboration in the UK public sector financial services, and we are pleased to be their partner of choice for future-proofing their technologies and managing their digital transformation strategy. The Ombudsman’s customer-centric focus aligns with our own goals, and we look forward to working together to enhance the digital experience for all users.”

Nicola Wadham, Chief Information Officer, The Financial Ombudsman Service, said: “We are delighted to be partnering with TCS to help support the transformation of our service. We share a common desire to create digital channels that make a difference in serving all our customers, both businesses and consumers, by increasing accessibility to our service and improving our response times. Working with a world leader in technology services and digital delivery, whose values reflect our own, is a significant milestone in our digital journey and we are looking forward to delivering on our ambitious plans.”

TCS is the largest IT service provider by revenue in the UK with roughly 18,000 employees and is a significant contributor to the UK economy and to local community initiatives across the country. TCS has been ranked the #1 IT services provider in the UK for customer satisfaction for six consecutive years in surveys by Whitelane Research. It is listed among the top 25 Best Companies to work for in the UK, among the Best Companies in the Consultancy Sector, and named the number 1 Top Employer in UK by the Top Employers Institute

The strategic partnership follows a competitive procurement process launched in July 2021, as part of the Ombudsman’s commitment to continual improvement of its technology and digital services