A book is being launched into the IFA market next week which helps firms tackle consumer complaints and assess whether compensation should be paid.
Written by lawyer and former PIA ombudsman Adam Samuel, the book is called Consumer complaints and compensation: a guide to the financial services market and is aimed at IFAs and insurers as well as newly-regulated mortgage and insurance intermediaries who need guidance in resolving disputes with clients. Using his AFPC qualifications and experience as an ombudsman and disputes resolution consultant, Samuel has split the content of his guide into three sections, the first of which look at how the firm decides whether to uphold the complaint, processes and administration involved, paying ...
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