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Conduct Matters

Contact Us

Thank you for visiting our website. If you want to find out more, please fill out the form on the contact page.

The Team

Find out more about the team, our background and expertise.

In addition to the e-learning courses we create for you we also provide a number of other support services. 

Conduct Risk support

Sally Pearce is an expert conduct risk consultant and is able to advise and support firms who need help dealing with conduct risk issues. This is a flexible service and tailored to your needs. Contact us to discuss further. 

Complaints support

We have also found that during the Covid-19 pandemic, many insurance firms have approached us for support in managing and handling their complaints. We have therefore been joined by Christine Lewis. Together, she and Sally can provide help with the following.

Investigation

We can take a complaint file, review it and produce a clear, structured and impartial complaint response. Just add your referral rights and paste into preferred format to issue.

We will also provide you with a lessons learned summary, so you can think about how you can improve the customer experience. 

Oversight

You need to make sure your complaint responses and consistent, clear and fair. We can help with that oversight by reviewing a number of closed complaint files. 

We will produce a report showing you how effective your process is and whether you need to make change or carry out some training. 

Ombudsman

It's tempting to just send the complaint file to the ombudsman. Let us review the file and create a summary setting out your position. We will research and explain legal and ombudsman precedence supporting your position.

We will also alert you if you need to rethink your position (mistakes can be made!). 

Framework

Is your framework out of date? Does it need review? We can create or refine your framework so it is clear, compliant and helps you manage the process so your team efficiently provide customers with fair and consistent outcomes. 

You may also want to think about the systems/technology you use. We can help. 

Training

We can create, provide and deliver training to your complaints handling staff to help them develop as complaint handlers.

This can range from understanding how to deal with conflict, investigating complaints, writing a good complaint response and how to liaise with the ombudsman.

Advice

Maybe, you just want one of us at the end of an email (or phone) to discuss a knotty issue. We are happy to provide this kind of support, providing direction and maybe challenging you and helping you see things from the perspective of the customer.

It can be hard to see things clearly if you are very close to the issue.


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