Members can now access the Commissions Complaints Toolkit, developed for the BVRLA by Konexo, a division of Eversheds Sutherland. This comprehensive resource is designed to support members in preparing to manage customer complaints and determine appropriate outcomes. It provides practical guidance to help inform internal decision-making and strengthen operational readiness.
The toolkit is available on the BVRLA website and is structured around three key areas:
1. Risk Assessment and segmentation
This section helps firms understand their exposure by examining complaint volumes, identifying common themes, and reviewing PCH sales activity. It also offers guidance on segmenting complaints based on commission structures, tied relationships, and levels of disclosure.
2. Scenario analysis and response options
Here you will find support on how to approach different types of complaints, including the factors firms should consider when reaching decisions and how to ensure consistency across cases. Example decision routes are provided for each customer cohort.
3. Operational readiness
This stage outlines what firms will need in place to effectively manage potential complaint volumes. It includes guidance on resource planning, delivery plans, customer communication strategies, quality assurance, governance, MI, and FOS engagement. A detailed Operational Readiness Checklist can be found on pages 27 – 29 of the toolkit.
To mark the launch, the BVRLA hosted a member-only webinar earlier this week, exploring each of these key sections in more detail. A recording of the webinar ‘BVRLA FCA redress consultation: Navigating complaints post-pause’ and the full toolkit are available via the BVRLA website.
If you have any questions, email [email protected].
