Services for IFAs
Complaints Handling & Support
Expert, independent support for regulated complaints from initial assessment through to final resolution, handled with rigour and impartiality.
Complaints handled properly
A poorly handled complaint can escalate quickly damaging client relationships, attracting regulatory scrutiny, and resulting in significant redress. Handled well, a complaint can demonstrate the quality of your firm and strengthen client trust.
Verstehen provides end-to-end complaints support for firms. Whether you need help managing a single complex complaint or want an experienced team to handle your complaints function entirely, we bring the independence, expertise and regulatory knowledge to get it right.
What we provide
Complaint assessment & triage
We can support with the initial assessment of incoming complaints to determine regulatory classification of them, help identify the key issues, and establish the appropriate handling approach ensuring nothing is missed from the outset.
End-to-end complaint management
Full handling of complaints from receipt through investigation, decision and final response. We manage the process, the timeline, and the communication keeping your firm compliant with FCA DISP requirements throughout.
Independent persons
Where your firm's complaints procedure requires an independent review stage, we provide experienced independent persons to review the complaint and the firm's handling providing the impartiality that internal reviewers cannot.
Experienced investigating officers
For formal complaint investigations, we act as investigating officer conducting a thorough, impartial investigation and producing a clear, well-reasoned investigation report that will withstand scrutiny.
FOS referral support
If a complaint is referred to the Financial Ombudsman Service, we can support your firm in preparing the response, compiling the case file, and presenting your position clearly and effectively.
Complaints process review
A review of your firm's existing complaints handling procedures against FCA requirements identifying gaps, recommending improvements, and helping you build a process that is both compliant and effective. We can also undertake periodic QA checks on your handled complaints to ensure your firm is meeting it's DISP requirements.
Independent. Rigorous. Practical.
Our complaints specialists have extensive experience handling regulated complaints across all areas of financial advice. We understand the FCA's expectations, the FOS's approach, and the pressures facing IFA firms. Our involvement brings credibility to the process and confidence to the outcome.
- Fully independent
- Experienced in FCA-regulated complaints across all advice areas
- Clear, well-reasoned final response letters
- Compliant with DISP and FCA complaint handling rules
- Flexible: single complaints or ongoing outsourced support
- Confidential and professionally indemnified
Need support with a complaint?
Whether you have a complaint that needs handling now or want to review your complaints process, we are ready to help. Get in touch to discuss your requirements.