How does the CII handle consumer complaints against a Chartered firm? What redress does the CII provide to the consumer if a complaint against a Chartered firm or member is upheld?
As the CII is not the regulator of firms or individuals, consumer complaints regarding, for example, policy coverage or the performance of an investment product, will be dealt with by the existing complaints mechanisms run by the Financial Services Authority (FSA) or Financial Ombudsman Service (FOS). In every case of complaint, however, the complainant must contact the firm concerned in the first instance. If a complaint concerns an individual member’s behaviour, any breach of the CII’s Code of Ethics will be dealt with by reference to the CII’s Disciplinary Procedures (see Guide to Member Complaints on the “Contact Us” section of the website cii.co.uk/cii/about/contactus).
