The Financial Conduct Authority (FCA) recently fined CT Capital Ltd (CT Capital) £2,360,900 for serious failings in its historic Payment Protection Insurance (PPI) complaint handling processes. Between May 2011 and November 2013, during which time it handled 6,669 PPI complaints, CT Capital failed to put in place complaint handling processes to deal with PPI complaints appropriately, which resulted in customers missing out on redress payments to which they were entitled. The effect on individual customers was potentially significant: the average redress payment made in respect of a fully upheld complaint during the period was £5,959.
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Gone are the days when organisations could simply promise a speak up culture. Today, fostering a culture of trust, integrity, and a positive work environment…
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