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 standards
The CII's managing director of engagement, Keith Richards, said: "The Chartered Insurance Institute is committed t

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