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The 2008 supplement to the book can be downloaded here...
The FSA has started to take enforcement actions against firms who fail to handle complaints or to treat their customers fairly. This book will serve as an easy to use guide to the complaints sourcebook for the smaller IFA. For larger firms and their professional advisors it will act as an effective reference book enabling the reader to rapidly refresh their understanding of the rules and “best practice" procedures.
Consumer Complaints and Compensation: A Guide for the Financial Services Market will ensure that you are not caught up in the fall-out from a variety of misselling and administration issues, or if you are, that you are in a sound position to handle the consequences.
Adam Samuel is an expert in two main areas: Consumer financial services - compliance, complaint handling, pension and other business review work - and international and domestic dispute resolution law and practice. Currently he is an independent consultant providing services on complaint handling, pension review, compliance and international dispute resolution as well as acting as the Independent Investigator for the Institute of Financial Planning's Disciplinary Committee.