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Consumer Financial Services Complaints and Compensation, 2nd Edition

Consumer Financial Services Complaints and Compensation, 2nd Edition

作者： Adam Samuel
出版商： Sweet & Maxwell U.K.
ISBN: 9780414034044
出版时间 July 2017
规格： Paperback
适应领域： U.K. ? 免责申明：
Countri(es) stated herein are used as reference only

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详细
This fully revised new edition, previously called Consumer Complaints and Compensation: A Guide for the Financial Service Market, examines the compliance and redress regime for mis-selling, administration and claims problems with a practical emphasis on complaint handling.

Consumer Financial Services Complaints and Compensation examines the compliance and redress regime for misselling, administration and claims problems with a practical emphasis on complaint handling. It helps financial services firms and their advisers understand and apply all the current rules and best practice procedures relating to the fair treatment of customers.
Part 1: Handling Complaints
The Scope of the FCA Complaints rules (DISP)
Building the complaints procedure
Identifying complaints
Acknowledgement
Investigating Complaints
Assessing the Complaint (including the Rules to be Applied)
Closing the case
The Financial Ombudsman Service
Other dispute resolution options, including FSCS, enforcement action and arbitration

Part 2: Deciding whether to uphold the complaint
Sales complaints generally – deciding whether the firm is liable
Savings and investment complaints
Pensions complaints
Mortgage related sales complaints –
endowments, pensions and interest- only generally
lifetime mortgages and equity redemption
bad lending complaints
General insurance sales complaints
PPI sales complaints
Protection sales complaints
Administration complaints
Avoiding liability
Causation
Non-advised
Execution-only
Insistent customer

Part 3: Compensation
The general principles
Pensions
Mortgage-related complaints
General insurance complaints, particularly PPI
Administration complaints
Claims

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