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Client neglect result in increased complaints

With restrictions placed on movement, advisers were unable to visit clients. We can assume that clients would want to speak to their advisers at this time to discuss their options. We can also assume that this has been a busy time for advisers. As demand increased, some clients have felt that their needs have not been properly catered to. As a result, FSCL has reported an increase in complaints.

“FSCL chief executive Susan Taylor said her disputes service had noticed a few extra complaints about advisers since the Covid-19 outbreak hit.

Some clients were upset when they discovered that an income protection policy did not cover them for the loss of a job. Others had been disappointed when they found their business interruption cover would not cover them for being closed during the pandemic.”

In comparison,

At IFSO, there had been 14 complaint inquiries and one complaint about advisers since April 2, which a spokeswoman said was about the same level as normal.click here to read more

In other news: 

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Workspace: Our expectations about contact tracing

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