Asteron Life has published a quick guide for financial advisers on managing customer complaints.
It defines a complaint as …”verbal or written advice that a client is dissatisfied with Asteron Life’s products or services, or the complaints handling process itself, and the client expect something to be done about it”.
The help-sheet suggests advisers listen to clients, try to resolve the issue, and to forward all complaints to the company within two business days – including those that are resolved by the adviser.
Graham Hill, Executive Manager Distribution at Asteron Life, says the company views customer complaints and dissatisfaction as an opportunity to learn where improvements can be made.
“As part of our continuous improvement process we recently launched some new standards and communicated with advisers to remind them of our existing complaints process,” said Hill.
“We also need to ensure that when it comes to complaints, both we and advisers, are meeting new and existing legal and regulatory obligations.”
Hill hopes that providing information and support to advisers on complaints will help them manage client feedback and help ensure they work with the firm to put things right.
Asteron Life advisers can download the guidance sheet here.