Insurance and investment companies could reduce their complaints significantly by improving their administration and customer service, according to a complaints survey.
However the FSA's approach to publishing complaints data has also been criticised for ‘deflecting attention away from organisations with genuine service issues.' The Navigant Complaints Survey revealed more than half (58%) of complaints to insurance companies are due to administration or customer service problems. Findings were even more damning for investment management firms who receive three quarters (76%) of their complaints because of administration or customer service problems. The results show that insurance and investment management companies received 183 reportable complai...
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