Complaints handling

During our regular contact with firms, we suggest how they can run their businesses in such a way as to make it less likely that any complaint would be upheld. For example, does the firm:

• Adequately monitor and document the review systems and controls;
• Adequately document advice and transactions;
• Have a FSA compliant internal complaints procedure;
• Have a complaints procedure guide for complainant's;
• Display confirmation of the FOS;
• Demonstrate that staff training has taken place?

We live in an environment where complaining is second nature and the outcome of this is that more complaints than ever are being received across all sectors of the industry. Investigation of complaints can be time consuming and expensive if staff are completing this task rather than tending to their clients.
Once the complaint arrives it needs to be recorded for internal management information, as well as reporting to the regulator.  Perhaps the complaint can be dealt with on the spot under ‘early resolution procedures’ or needs a more thorough investigation.  Action needs to happen promptly and efficiently so that customers are treated fairly and to reduce the costs and consumer detriment of protracted correspondence.
Where complaints are received, we seek to be involved from the outset. Starting from £250 per case, we make an independent assessment as to whether the complaint has merit or not and advise on the best way it should be dealt with. If required, we can undertake all necessary correspondence.

Please contact us for further information.