No matter how small they may seem, complaints can be distracting and damaging. As a result, dealing with a complaint can prove costly – in time, potential redress, the negative impact on professional indemnity premiums, and reputational damage with both customers and the regulator.
As a result, working with an independent expert can be a valuable strategy.
There are a variety of reasons why you may decide to call on professional support. Maybe you don’t have the resources to adequately deal with the complaint in-house. Or perhaps you’ve received a high-value, complex complaint that you want to ensure is handled as effectively as possible.
In other cases, you may find yourself with a complaint that isn’t insured, and you want to be confident that you mount a thorough defence, first time out.
No matter the situation, here are three ways an independent professional could help you handle a complaint.
1. Benefit from an independent forensic investigation and technical expertise
Removed from the emotional aspects of a complaint, an outside expert is ideally placed to provide an unbiased and objective assessment.
Our first step will be to understand the full details surrounding the complaint. With a clear idea of the grievances being brought, we will the carry out a detailed forensic investigation to uncover the facts and find the evidence needed to help you defend your position.
Armed with specialist knowledge and skills, we’ll also use our expertise to help you understand the technical aspects of the complaint and provide accurate and informed responses.
2. Support your case with a clear and concise evidence-based response
While it’s perfectly possible to handle complaints by yourself, we often see firms struggle to draft a neutral final response that effectively addresses all the claims being made in a complaint.
One of the biggest reasons for this is that it can be incredibly hard to keep emotions in check. Faced with defending your firm – and either your own or an employee’s actions – can be tough enough. And doing so without allowing your feelings to creep into your response is nigh on impossible.
All too often, we have seen IFAs stray from the point. They fixate on their strong points and become diverted, forgetting to address the facts at hand. This can lead to obstructive waffle and, worse still, leave crucial points forgotten and unmade.
On the other hand, an independent expert can offer an unbiased and objective assessment of the situation. This can be crucial in determining the validity of the complaint. It can also help ensure that your response is both fair and reasonable.
Following a holistic investigation, we will take the evidence and use it to craft a final response, presenting the facts and setting out your defence in a clear, concise, and logical manner.
3. Have litigation support on hand
Dealing with a complaint can prove costly. From the initial investigation, to gathering the evidence and crafting a comprehensive and chronological final response isn’t for the fainthearted.
And neither is dealing with a protracted legal case.
With experience at all levels of complaints and regulatory engagement, we have successfully managed internal complaints, Ombudsman investigations, and civil claims. As such, should a complaint escalate to the Financial Ombudsman Service, we can help you deliver a robust and convincing defence.
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From evaluation of the complaint to the “final response”, and beyond, we take care of every aspect of the process. Plus, subject to your PI insurance policy, your legal defence costs may be covered.
If you’d like to find out more about how we can help you resolve a complaint, we’d be delighted to answer your questions.