Help for
General Insurers & Mortgage Providers
The Challenges
- Implementing treating customers fairly throughout the organization.
- Developing products which can be recommended safely and fully understood by customers. Preparing guidelines for their safe use.
- FSA complaint handling and financial promotions rules
- Building and maintaining effective complaints procedures
- Adapting work methods to the new regulatory regime
- Developing constructive cost effective relationships with intermediaries
- Building a positive relationship with the Financial Services Authority and dealing with the threat of disciplinary action
Solutions
- Writing compliance profiles of products to ensure that they are marketed correctly and to help the press understand this. Reviewing products and policy wordings to ensure clarity.
- Training firms on FSA complaint rules and effective procedures
- Auditing and building complaints procedures
- Advising on and building procedures for marketing and treating customers fairly
- Advising on and resolving as arbitrator or expert disputes between providers and intermediaries
- Dealing with the FSA over issues facing the firm and persuading the regulator not to take formal disciplinary action against the company.
- General Insurers Read Consumer Complaints and Compensation Chapters 1-3, 7-9, 13-23
- Mortgage Providers Read Consumer Complaints and Compensation Chapters 1,2,3, 4, 7-10, 13, 15-23
