Wanganui woman appointed Banking Ombudsman

9th May 2009

by John Maslin john.maslin@wanganuichronicle.co.nz

Wanganui-born and educated Deborah Battell has been appointed Banking Ombudsman.

Ms Battell is currently Director of Competition at the Commerce Commission. And she replaces Liz Brown who is retiring after 14 years.

She told the Chronicle that she was excited about her new appointment, which she takes up on July 21.

Ms Battell started with the Commerce Commission eight years ago as director of fair trading and the last two as director of competition.

"It's been an amazing experience with the commission and in the last few years we've dealt with some really big issues and achieved fantastic results for both consumers and the country."

Ms Battell said the banking ombudsman was involved in resolving disputes between customers and banks.

"When they're unable to resolve those disputes with the banks themselves then we step in," she said.

"The position was set up to raise standards in the banking sector and to try and help underpin consumer confidence in the banking industry."

Ms Battell said the office of banking ombudsman had grown since it as set up in the early 1990s.

"It's moved beyond pure disputes resolution to working with the industry in terms of helping to lift standards of their complaints handling. As a result of the recent economic situation the role has certainly come into more prominence."

The current ombudsman said recently that there had been a "dramatic rise" in complaints to her office in the second half of 2008, with a record number received in January.

As at February, the office had 240 complaints under investigation, up from 91 at the end of January last year.

Complaints to the Banking Ombudsman started to increase in March last year after the freezing of two funds provided by ING New Zealand Ltd. In the final months of 2008, she received an increase in complaints about break-fees for fixed rate loans.

The daughter of Brian and Jenny Battell and granddaughter of the Coull Battell real estate group, her schooling included a year at Wanganui Girls' College and then to Woodford House in Hawke's Bay. She graduated from Victoria University with a BA in literature and education and an MBA.

Ms Battell said she was looking forward to taking up her new position in Wellington.

"For me it's a fabulous role, a bit of a dream job actually."