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	Roger Comber
	Graeme Charters
	complianceconsulting@oacplc.com
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	OAC Brochure - Compliance consulting
	OAC Compliance News Roundup No.13 - May 2012
	OAC Topical Article - Q1/12 New post-RDR pension product illustration requirements (FSA PS11/14)
	OAC Topical Article - Q1/12 Data Collection: Retail Mediation Activities Return (RMAR) and complaints data (PS11/13)
	OAC Topical Article - Q3/11 FSA feedback on product intervention
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Outsourcing complaints

The proper handling and adjudication of complaints is a key area of good compliance practice. Good complaint handling, with a fair approach to the adjudication of complaints, is key to a firm being able to evidence that they are Treating Customers Fairly. If complaints are not dealt with fairly, the organisation is not behaving in a TCF manner.

Outsourcing complaints may be the key to some firms' approach to handling complaints fairly. Outsourcing the handling of complaints may be particularly useful where you receive few complaints so that retention of skilled complaints handlers is not practical, where you receive complaints about legacy business no longer supported by knowledge within the firm, or where you need to deal with a temporary increase in the volume of complaints that is difficult to handle within the time limits set down in DISP with existing resources.

What can OAC Actuaries and Consultants offer?

• We have experienced complaint handlers who can adjudicate complaints on a wide range of investment and pension products.
• A purpose built complaint handling system that ensures complaint handling within the time limits specified by section DISP of the FSA handbook. You can have access to monitor progress on your firms' complaints, if you wish.
• The ability to exchange complaints data electronically in a secure manner.
• Experience in handling appeals by complainants to the Financial Ombudsman service. The way the defence is presented is crucial to success.
• A total complaint handling service, from acknowledgement to adjudication, taking the worry out of your hands, or you can choose from our menu of services.
• We have the skills, and the software, to carry out all compensation calculations when this proves necessary.
• We tailor our complaint handling service so that you remain in control of the process to the extent you want.
• Our complaint handling system can provide all the necessary data for inclusion in complaints returns to the FSA.
• For the common types of complaint, we offer a fixed cost fee structure.

Contact us to find out more about how OAC can help.