Complaints

One of the main statutory objectives of regulation is consumer protection, giving retail customers the right to refer any complaint to the Financial Ombudsman Service if they are unhappy with the complaint outcome from the regulated firm.

As well as assessing the complaint to establish validity, firms must also balance commercial response, the principle of ‘treating customers fairly’ and the requirements of professional indemnity insurance.

The complaints process alone can be challenging but knowing that your response to the complaint can always be referred to FOS without cost to the client (which in most cases will cost the firm a case fee) can make complaint handing and decisions even more difficult.

Insynergi can provide an independent and considered response, through assessing the Customer File and relevant information.  We can liaise with your managers, advisers, the Customer and professional indemnity insurers to ensure that you meet regulatory responsibilities as well as maintaining a commercial perspective and viewpoint.

In this day and age of litigious actions by clients and claims management firms, your first port of call with any complaint should be Compliance advisers and professional indemnity insurers.

Contact us for further information or email compliance@insynergiuk.co.uk

Make Insynergi your commercially focused compliance team

Insynergi (UK) Limited is a member of the Association of Professional Compliance Consultants (APCC) and the Financial Services Skills Council (FSSC).