Cunningham Lindsey UK

Introduction“We need to remind ourselves that compliance is notruled by process but by a culture which draws from theFSA Statutory Objectives.Ultimately we will all be measured, directly or indirectly,by the manner in which claims are dealt with. A memberof the public does not have to like the terms ofsettlement but they must be treated fairly in reachingthose terms.If an authorised firm decides to work with any other firmin the process of undertaking regulated activity and thatfirm does not share the culture, there must be additionalrisk of non-compliance, bad publicity and poorerbusiness results.What impresses me about the Cunningham Lindsey UKapproach is the feeling that the approved persons of anauthorised firm instructing them will not have to spendevery moment looking over their shoulders to ensurethat customer service and satisfaction benchmarks arebeing met.Indeed, the overriding message is that CunninghamLindsey UK is not satisfied with just good practice but isdriving on to best practice and professional standards ofexpertise and customer service. This is the output thatultimately we all want, not just the regulator.Within that culture is an overriding desire to Treat aCustomer Fairly and in that regard I am talking aboutthe individual or business entity who buys the insuranceas well as the customer who appoints CunninghamLindsey to deal with claims.”Robin WoodChairman RWA GroupRegulatory Compliance Support SpecialistsBIBA Compliance Partner28 Cunningham Lindsey UK Introduction 5