Cunningham Lindsey UK

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Training and CompetenceRegulationThe rules for claim handling in the Insurance Conductof Business Sourcebook (ICOB 7) say that “An insurershould refer to the guidance set out in the Training andCompetence Sourcebook (TC1 - Commitments) inrespect of the competence of any person who carriesout claims handling on its behalf”.In summary the Commitments in respect of claimhandlers are that:• They are competent• They remain competent for the work they do• Their competence is regularly reviewed• They are appropriately trained and supervisedNB:The FSA do not prescribe any particular qualifications orbenchmarks for claim handlersCunningham Lindsey UK ResponseWe have a very detailed program for training staff fromthe moment they join the firm when an individuals'needs are assessed and a personalised plan is put inplace to ensure that they are competent for their role.Thereafter all staff have regular performance appraisalsto ensure their development continues to reflect anychanging job needs.To further evidence compliance with FSA regulations,we have developed our networked IT system to recordeach employees:• Job role• Competencies required for that role• Competencies that have been attained/are stillrequired• Level of authority, supervision and licensing withautomatic notification to management when licencelimits are exceeded“Annually our training costsare in excess of £700k and ourcurrent budget maintains thiscommitment.”20 Cunningham Lindsey UK Training and Competence 21
ComplaintsRegulationThe FSA set the standard for complaints handling intheir Dispute Resolution Sourcebook (DISP) which allfirms must meet when dealing with complaints fromeligible complainants.Key RequirementsProcedureFirms must operate appropriate and effective internalcomplaint handling procedures.Cunningham Lindsey UK ResponseWe have procedures which exceed the requirements ofthe FSA. We also draw no distinction between eligibleand non-eligible complainants.• The onerous standards we have set apply to allaspects of the business• The complaints procedure is supported by ourcomplaints philosophy to ensure that complaints arehandled fairly, consistently and promptly• All staff have access to our complaint handlingprocess via our intranet. This sets the standard forcomplaints handling and is adopted by all productlines• Each product line has developed an escalationprocedure to ensure that complaints are investigatedat the appropriate level• Complaints information is used to identify learningneeds and make improvements to the services weprovide• Our Product Assurance team has overall responsibilityfor our complaints procedure22 Cunningham Lindsey UK Complaints 23
Page 1 and 2: Cunningham Lindsey UK“Regulation
Page 3 and 4: ForewordWe first issued this'Respon
Page 5 and 6: OutsourcingRegulationThe FSA System
Page 7 and 8: Treating Customers FairlyRegulation
Page 9 and 10: Claim Handling RulesRegulationThe I
Page 11: Intermediaries and ICOB 7Regulation
Page 15 and 16: AuditsRegulationUnder Systems and C
Page 17 and 18: Client FundsRegulationThe Client As
Page 19 and 20: The Way ForwardIn the FSA 2007/08 o

Cunningham Lindsey UK

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