Natalie Ceeney, Chief Ombudsman, speaking at “fringe” events during the Conservative and Labour Party conferences, distilled four lessons from her experience at FOS that can help restore trust in financial services. She said financial services businesses must deliver what they promise, make the deal fair and treat complainants not as "problems" but rather as opportunities to learn. Consumers on the other hand should not bury their heads in the sand. (Source: FOS Speaks on Rebuilding Trust)