#5 Achieving consistency in complaints handling

Posted by Sarah Lawrence on June 8, 2020

In the fifth of our series of guest blogs on key issues for complaints handling, Sarah Lawrence (access the preceding blog here...), former Technical Manager at Financial Ombudsman Service looks at the importance of consistency in complaints handling

The DISP rules don’t say it in so many words, but its rules cover the need to spot and resolve habitual issues before they become complaints, as well as rules about learning lessons from past experience. This all points to one thing - consistency.

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Topics: complaints, regulation, FCA, DISP

#4 Are you catching all complaints?

Posted by Sarah Lawrence on June 5, 2020

In the fourth of our series of guest blogs on key issues for complaints handling, Sarah Lawrence (access the preceding blog here...), former Technical Manager at Financial Ombudsman Service asks if companies are really catching all complaints and submitting them to Root Cause Analysis

It’s become something of a mantra wherever we go, businesses saying a lot about learning from complaints. We know it’s an expectation handed down from the regulator and the Ombudsman Service, and it gets trotted out, so that we can all say we’ve done our bit. Unfortunately, however, the reality is somewhat different, and it reflects in the bitty, piecemeal nature of dealing with complaints from the very start to the potential end after the Ombudsman has made the final decision.

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Topics: complaints, regulation, FCA, DISP

#3 The difference between a good and a great complaint handler

Posted by Sarah Lawrence on June 4, 2020

 

In the third of our series of guest blogs on key issues for complaints handling

(access the previous blogs here...),  Sarah Lawrence, former Technical Manager at Financial Ombudsman Service discusses the key elements of a great complaints handler

Maybe we’re biased, but we think it takes a rather special set of skills to be a good complaints handler. But, there’s also another list of skills to move from being a good complaints handler into being a great complaints handler.

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Topics: complaints, regulation, FCA, DISP

Polling results reveal pressure at our SM&CR Virtual Breakfast

Posted by Carla Monson on June 4, 2020

On Tuesday 19th May, 2020, Marian Bloodworth (HR Lawyer, Kemp Little) and Julie Pardy, Emma Howell and Nic Dent (Worksmart) hosted a SM&CR virtual breakfast. The webinar was eagerly attended by 50 delegates where we discussed the current challenges for firms, whilst sharing our own experiences from multiple SM&CR implementation.

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Topics: SM&CR

Smaller Firms – In the shadows or under the spotlight?

Posted by Julie Pardy on May 26, 2020

I’ve heard it said before…  “The FCA have got bigger fish to fry, they aren’t going to be looking into how our business operates.  There are only 400 of us and we are not a fixed portfolio firm with a named supervisor. We think they have probably forgotten who we are since they authorised us…..”

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Topics: SM&CR

How firms should handle complaints during coronavirus

Posted by Carla Monson on May 21, 2020

Never has operational resilience been more important

 

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FCA – A transformation in the offing or just cosmetic change?

Posted by Julie Pardy on May 6, 2020

The FCA has recently published its business plan for 2020/21, setting out its strategic focus for the next three years.

As you might expect in the current climate, it’s shorter than usual, with a focus on potential market disruption caused by COVID-19, but still manages to convey key areas of concern.

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Topics: SM&CR

COVID-19, SM&CR and Regulatory flexibility!

Posted by Julie Pardy on May 5, 2020

Pandemic, Senior Manager Accountabilities and flexibility are not really a selection of words that anyone would have envisioned being joined together only a few months ago...

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Topics: SM&CR

#2 Complaints handling. Meeting consumer expectations in a new decade

Posted by Sarah Lawrence on March 2, 2020

In the second of our series of guest blogs on key issues for complaints handling (access the preceding blog here...), Sarah Lawrence, former Technical Manager at Financial Ombudsman Service explains why quick answers aren't always the best approach to complaints handling.

In a world of increasing technology and self-service, we still find that a significant number of people still feel the need to connect with another human being when things have gone wrong.  But, in a world that needs ever faster resolutions, it can seem puzzling to see that overall customer satisfaction has fallen over the past two years, according to the Institute of Customer Service.  Surely with increasing speed and technology, comes better customer experience?

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Topics: complaints, regulation, FCA, DISP

#1 The Complaints regulatory landscape in 2020 - Looking back to look forward

Posted by Sarah Lawrence on March 2, 2020

In the first of our series of guest blogs on key issues for complaints handling, Sarah Lawrence, former Technical Manager at Financial Ombudsman Service takes a look at what we can anticipate from the Regulator in 2020

You may remember that way back in 2019 the Financial Conduct Authority (FCA) published its Business Plan and we commented on the small paragraph on page 15, that seemed to give a huge signpost to the way the FCA would be pushing its regulatory agenda in the future.  You can find the whole report here , but just to refresh your memories it said:

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Topics: complaints, regulation, FCA, DISP

Five key questions you need to answer for yourself in readiness for the SM&CR regulation:

  • Do you understand the full implications of the new regime?
  • Have you considered the impact of the regime on your business and your staff?
  • Do you understand the impacts of embedding the regime into business as usual?
  • Does your organisation appreciate the value of future proofing your systems and processes?
  • Are  you confident in your existing systems and processes to deliver SM&CR compliance?

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