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.
- 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