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Regulated Financial Services

Complaints are here to stay.

Whilst the number of endowment complaints may be levelling off, they are still very high and there are still many firms specialising in pursuing them.

At the same time, some firms seem to be diversifying.  It is now possible for your previously happy clients to get somebody to pursue grievances they never knew they had about investments and pensions.

The law has been extended. Complaints about advice relating to mortgages and general insurance are now regulated.  In today's compensation culture, if things do not go as they had hoped, many people look for somebody to blame.  If you sold it, then it is likely to be you.

If your client did not live long enough for the chosen Inheritance Tax Strategy to  succeed, there is a good chance that an aggrieved beneficiary will want you to pay the tax due.

You don't want to spend your time dealing with complaints.  It takes you away from your real business – what you are best at.

Yet the job has to be done.  The Financial Services Authority requires you to ensure an individual with the necessary expertise investigates the complaint  - and the Financial Ombudsman Service  could award up to £100,000 against you if you don't.

You need specialist complaint investigators who have the experience and knowledge to tackle your complaint. But for most directly regulated firms, the capital cost of a dedicated complaints team makes it unrealistic.

With Dispusolve on retainer, you not only have an operational complaints procedure but you know that you are relying on highly experienced investigators who all understand first hand the particular needs of asmall to medium sized enterprise.

If your business is larger and you have your own Complaints Officer or Team, we can still help.  Dispusolve can provide:

• Staff training
• Locum cover
• Quality Assurance
• Audit of existing complaint procedures
• Redress calculations
• Investigation of complaints requiring special expertise

Whatever your complaint handling requirements, Dispusolve can help you find the best solution to your customers' complaints and identify areas of weakness to reduce the risk of future complaints.