Consumer Complaints and Compensation:

Of the vast array of personal finance issues affecting consumers in recent years, two in particular have generated more column inches than most - the misselling of endowments and pensions. With the FSA handing out fines in excess of half a million pounds and insisting on firms pro-actively reviewing vast numbers of past cases, retail financial services firms must understand the complaints and compensation rules. "Complaints and Compensation: A Guide for the Financial Services Market" will examine the compliance and redress regime for misselling, administration and claims problems with a practical emphasis on complaint handling, borne of the author's experience as a consultant and trainer. It 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. The FSA has started to take enforcement actions against firms that fail to handle complaints or to treat their customers fairly.
Complaints and Compensation: A Guide for the Financial Services Market will 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.