Complaints specialist with over 18 year experience of leading complaints departments at UK and European levels. A former Head of Complaints for large global and London Market insurers, with experience of working for the UK financial services regulator.

Specialist areas:

  • Design, build, implementation and management of large complaint operations
  • Design & implementation of complaints policies, processes and procedures
  • Delivering fair customer outcomes and compliance with regulatory requirements
  • Technical / complex complaints management
  • Complaints management reviews including effectiveness of RCA and MI
  • Auditing of Third Party Administrators with delegated complaint handling authority
  • Responding to Skilled Persons reports
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Automated compliance monitoring
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delegated authorities TPA’s and AR’s
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Kenneth Underhill
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Senior Managers & Certification Regime (SMCR)
Skilled persons reviews
SMCR
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Solvency II pillar 2 (governance & risk management)
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