Regulated firms are required to have a clear process that all staff are familiar with.
It is important that all staff are aware of the requirements when dealing with a complaint and that they are able to recognise a complaint whether this is received verbally or in writing.
The overarching objective of the regulator is that firms achieve the outcomes expected, demonstrating that clients are being treated fairly.
Firms may only have a small number of isolated complaints to deal with and employing staff qualified to deal with them can prove an expensive resource to retain.
Experience
Having worked in and managed large compliance departments ComplyMe has extensive experience of receiving and managing complaints through to a satisfactory outcome.
How we can help
We can handle the complaints process from the outset and where appropriate undertake the necessary redress calculations. Where there has been client detriment, ComplyMe could identify the root cause and where appropriate provide firms with solutions on how firms can set out their processes/procedures to minimise the potential for a complaint proceeding in the future.
We can support firms with all levels of complaint handling either on an ad-hoc basis or as part of an ongoing service, freeing up your time to allow you to concentrate on growing the business. By outsourcing your complaints handling it will give you comfort that you are getting a truly independent review.
ComplyMe are happy to assist on an ad-hoc basis or on a total outsourced basis.
Contact ComplyMe today for a free consultation.
Related services
Pre-Approval of Advice
ComplyMe have extensive experience in pre-approving advice, giving you the comfort that your files are being reviewed by suitably qualified individuals. As part of this service we will provide a report with our feedback including guidance and recommendations where appropriate.
Compliant Investment Process
ComplyMe can sense check your current investment proposition and provide you with a report summarising how it works and meets your clients' needs as well as recommending any changes that might be needed.
Due Diligence
Due Diligence is about going beyond just comparing charges or referring to industry awards. It is about a more in depth assessment of providers looking at areas such as financial strength and viability, service and support as well as areas like Risk Management, Data Protection and Disaster Management.
Compliance Health Check
The Compliance function is becoming ever more complex and more firms are under scrutiny and intervention from the regulator.
ComplyMe can undertake a compliance health check and help you protect your business.
