Consumer Complaints and Compensation A Guide for the Financial Service Market

Author: Adam Samuel
Publisher: Sweet & Maxwell U.K.
ISBN: 9781898830993
Published In: June 2005
Format: Paperback
Jurisdiction: U.K. ? Disclaimer:
Countri(es) stated herein are used as reference only

New Edition is available now !

Description
Contents

Details

The FSA has started to take enforcement actions against firms who fail to handle complaints or to treat their customers fairly. This book will serve as an easy to use guide to the complaints sourcebook for the smaller IFA. For larger firms and their professional advisors it will act as an effective reference book enabling the reader to rapidly refresh their understanding of the rules and “best practice" procedures.

Consumer Complaints and Compensation: A Guide for the Financial Services Marketwill ensure that you are not caught up in the fall-out from a variety of misselling and administration issues, or if you are, that you are in a sound position to handle the consequences.

Adam Samuel is an expert in two main areas: Consumer financial services - compliance, complaint handling, pension and other business review work - and international and domestic dispute resolution law and practice. Currently he is an independent consultant providing services on complaint handling, pension review, compliance and international dispute resolution as well as acting as the Independent Investigator for the Institute of Financial Planning's Disciplinary Committee.

The rules to be applied
Sales complaints - deciding whether a firm is liable
Deciding whether the firm is liable: endowments
Deciding whether the firm is liable: pensions
Deciding whether the firm is liable: savings, investments and whole of life policies
Avoiding liability
Administration and other service complaints: deciding whether the firm is liable
Compensation - the basic principles
Compensation for mortgage endowment misselling
Compensation for pension misselling - part one
Pension compensation part two - practical applications
Compensation for administration complaints
Claims - life and general insurance
The scope of the FSA complaint rules (DISP)
The complaints procedure
Identifying complaints
Acknowledgement
Investigating complaints
The final response
Closing the case
The Financial Ombudsman Service
Disciplinary action and other dispute resolution options.