Q&A  

Health check your advice processes

They may feel they were not made aware of all the risks before transferring. 

Whether the complaints are upheld or not is a topic for another day, but when complaints arise they need to be handled properly.

Make sure you have the resource available to handle complaints in the right timeframe, and it is also a good idea to have regular checks in place for ascertaining that complaints are being handled fairly.

Rob Taylor is a senior regulatory consultant at compliance consultancy TCC