Complaints and Social Media

Hopefully by now, all the changes in the various facets of the new complaints rules have been embedded in your procedures. So, it is a good time to address what has now become a common question.

Is a negative review or comment on a social media site or similar review sites a complaint?

Well, it may well be, but does it fall into the definition of a regulated complaint?

If so, then you need to record it and take the appropriate action.

If it doesn’t then it does not need to be recorded as such but many insurance brokers will wish to take some action to resolve the customer’s issues and hopefully remove the negative comment or feedback and turn the matter around.

So, it is not necessarily a complaint and as ever, it depends on the underlying issue, but it is definitely something that insurance brokers need to be aware of and watch out for.

Data Protection Rules

We have previously commented on new data protection rules from 2018 and it has now been announced that these will come into effect on 25 May 2018.

We would recommend that all firms keep up to date with progress by visiting the ICO Reform website by clicking here.

There is a useful document on '12 Steps to take now' which can be found here.

About the author

Terence is the Compliance Director at RWA. He has over 35 years' experience in the Financial Services environment, covering general insurance, investments and mortgages. Before joining RWA, Terence worked for a large PLC insurance brokerage in Manchester, overseeing some 20 acquisitions. He was made a Director of RWA in 2011 and has worked with insurance broking firms of all sizes across the UK. He has a particular interest in Financial Crime and the protecting the insurance broker. Terence is also Executive Chairman of the Association of Professional Compliance Consultants (APCC), the professional body for the compliance consultancy sector.

Terence Clark

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