Good Practice Guides
Following an extensive consultation exercise two new good practice guides have been added to the Customer Impact website.
Complaints
The aim of the good practice guide for complaint handling is to support companies in delivering the outcomes customers may reasonably expect from the industry when making a complaint. The guide gives examples of how this may be achieved. The guide is also intended to help companies in meeting the objectives of the FSA’s Treating Customers Fairly objectives. To view the complaints good practice guide click here.
Yearly statements
The purpose of this guide is to help companies design clear and informative yearly statements.
The guide describes ways in which a company can design yearly statements to encourage customers to read and, where necessary, act on important information. It is intended to help providers develop yearly statements and covering letters where appropriate to suit their own and their planholders circumstances. It is not intended to be a rigid process checklist and there is no assumption that this is the only valid approach.
It is recognised that applying this guidance to the back book, especially when administered by legacy systems, will be expensive and lengthy. Indeed without simplification of the pensions regulations it may not be feasible. Providers will need to assess for themselves the benefits, costs and timescales for improving the statements for their back book.
The principles contained in this guide should be read with those contained in the Customer Impact Guide for Clear Language and Layout. The guide has been developed from research used in the ”ABI Review of Yearly Statements - Making Information Work for Customers” available by contacting the ABI at gary.brown@abi.org.uk
This guide aims to complement a company’s own brand style and should be read with the relevant FSA, Treasury, Pensions Regulator and DWP rules. For mortgage endowment statements, see also the ABI Mortgage Endowment Plan Reviews code of practice. To view the yearly statements good practice guide click here.
If you have any comments on the guides, or would like any help with Customer Impact please contact the team.
| George Hodgson | 0207 216 7327 | george.hodgson@abi.org.uk |
| Helen Melican | 0207 216 7417 | helen.melican@abi.org.uk |
| Alex Roy | 0207 216 7467 | alex.roy@abi.org.uk |
| Gary Brown | 0207 216 7527 | gary.brown@abi.org.uk |
| Bianca Garwood | 0207 216 7572 | bianca.garwood@abi.org.uk |
| Kelly Caldeira | 0207 216 7691 | kelly.caldeira@abi.org.uk |