CII apologises after complaints procedure failure


The Chartered Insurance Institute (CII) has issued an apology after a serious blunder meant a complaint wasn't actioned in over a month. The trade body has now promised to investigate the error after concerns were raised following how it had audited a member. Attention will focus on a review to look at how complaints are handled in the future to make the system failsafe. High standardsThe CII's managing director of engagement, Keith Richards, said: "The Chartered Insurance Institute is committed