Oct 2017 Paperback OPTIONS TO BUY Print & Proview eBook SGD565.38 9780414034044 Print SGD434.91 9780414034044 Proview eBook SGD434.91 (All prices are inclusive of GST where applicable)

Part 1: Handling Complaints
The Scope of the FCA Complaints rules (DISP)
Building the complaints procedure
Identifying complaints
Acknowledgement
Investigating Complaints
Assessing the Complaint (including the Rules to be Applied)
Closing the case
The Financial Ombudsman Service
Other dispute resolution options, including FSCS, enforcement action and arbitration

Part 2: Deciding whether to uphold the complaint
Sales complaints generally – deciding whether the firm is liable
Savings and investment complaints
Pensions complaints
Mortgage related sales complaints –
• endowments, pensions and interest- only generally
• lifetime mortgages and equity redemption
• bad lending complaints
General insurance sales complaints
PPI sales complaints
Protection sales complaints
Administration complaints
Avoiding liability
• Causation
• Non-advised
• Execution-only
• Insistent customer

Part 3: Compensation
The general principles
Pensions
Mortgage-related complaints
General insurance complaints, particularly PPI
Administration complaints
Claims

The new edition has been significantly restructured to deal with the advent of the new financial services regulatory infrastructure in the UK, and also in order to deal with the major developments at the European level (see above).
There will be new or substantially revised coverage in the following areas:

• UK infrastructure changes and the new rulebooks
• Retail Distribution Review
• Irresponsible lending
• Payment Protection Insurance and developments arising from earlier mis-selling scandals
• MiFID II
• IMD II
• Financial Services Compensation Scheme cases