Turning complainants to customers
The Insurance & Savings Ombudsman (ISO) is launching a series of workshops on complaints handling, and for ISO legal and financial services manager Virginia Douglas, they will provide valuable information for advisers.
"There have been elements of complaints that have involved advisers, so it's not as though we're not aware of the pressures and some of the issues advisers might face," she said.
"When people buy insurance through an agent, whether that person calls themselves a broker or a financial adviser, then there may be issues that the person thinks are more related to the sales process than the product."
Douglas said the workshops will address the sorts of problems advisers and small advisory businesses can face dealing with complaints and stressed the importance of handling such complaints well.
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