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ARTICLE · 13 JUNE 2016

Insurance Regulatory Update, May 2016

Arthur Cox
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On 11 May, the Central Bank published research on consumer perception of complaints handling in regulated firms.

IrelandInsurance
Arthur Cox
Arthur Cox
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IN DOMESTIC NEWS...

CENTRAL BANK PUBLISHES RESEARCH ON CONSUMER PERCEPTIONS OF COMPLAINT HANDLING IN REGULATED FIRMS

On 11 May, the Central Bank published research on consumer perception of complaints handling in regulated firms. The main findings of this research were: a low number of respondents felt fairly treated during the complaints process; satisfaction levels on how the complaint had been handled were poor; having a named contact during the complaints process increases satisfaction levels; awareness and knowledge of the named contact also increases satisfaction levels. The Central Bank commented on the findings stating that they raised some concerns and encouraged firms to take into account the results of the research and integrate them into their complaints processes.

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