The five-minute complaint and the five-day investigation

A complaint landed on my desk earlier this year. It contained several distinct heads of complaint covering investment performance, suitability, Consumer Duty, data protection, vulnerability, adviser conduct and compensation. Some raised matters that properly required investigation. Others rested on assumptions about our processes that could be checked relatively quickly. I have no way of knowing whether artificial intelligence wrote it, and I am not going to guess in print at how a client produces their own correspondence. What I can say, without naming anyone or reproducing a word...