Survey reveals consumer frustration in complaints management process
Complaints management has become the forgotten element of Treating Customers Fairly, a financial con...
Complaints management has become the forgotten element of Treating Customers Fairly, a financial consultancy firm has warned brokers.
Huntswood, which conducted a survey into complaint handling in UK Financial Services, found that 51% of customers felt 'dissatisfied' or 'extremely dissatisfied' with how insurance companies resolved their complaints.
Mark Cullen, principle consultant at Huntswood, pointed out that the Financial Services Authority (FSA) regarded complaints as a window to assess how
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