Complaints Associate Job at ASCOT GROUP
Conduct & Complaints Function
- Ensure UK and International policyholder complaints are managed in accordance with Lloyd's customer outcomes principles, the FCA’s DISP 1 - Fair treatment of customers, applying the six customer outcomes as defined by the Financial Conduct Authority.
- Adhere to strict SLA’s relating to complaints handling as set by Lloyd’s and the FCA
- Where required, liaise with the Financial Ombudsman Service to bring about a fair and impartial conclusion to escalated complaints, so that good customer outcomes always occur.
- Review and learn from past decisions, including decisions made by the Lloyd’s, local Ombudsman and/or Regulators.
- Gather all necessary evidence in relation to complaints and ensure fair customer outcomes are always made.
- Work with internal departments and third parties in a timely manner to gather information and investigate complaints, while always providing the customer with a professional and efficient service.
- Where required, assist the Conduct Risk Manager in gathering complaints handling management statistics for committee and external regulatory body reports.
Job Type: Full-time
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