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, delivering good outcomes for clients in line with Consumer Duty.
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 manage the complaints process from initial notification through to resolution, including, where appropriate, carrying out redress calculations and drafting clear, well-reasoned responses.
Where complaints identify client detriment or wider business issues, we can help firms understand the root causes and recommend practical improvements to policies, procedures and controls to reduce the risk of similar complaints arising in the future.
Whether you need support with a single complaint or a fully outsourced complaints handling service, ComplyMe provides independent, practical and proportionate assistance, allowing you to focus on running your business with confidence.
Contact ComplyMe today to arrange an initial discussion.
Related services
Centralised Investment Proposition (CIP)
ComplyMe can review your current Centralised Investment Proposition and provide a report assessing how it operates, whether it remains suitable for your client base and whether any changes may be required.
Due Diligence
Due Diligence is about going beyond simply comparing charges or relying on industry awards. It involves a thorough assessment of providers, considering factors such as financial strength, operational resilience, service standards, governance, risk management, data security and business continuity.
The Right Service
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.
