Using complaints handling insight to enhance conduct risk assessment

Sheraz Afzal

Journal of Financial Compliance, 2018, vol. 1, issue 4, 294-300

Abstract: Complaints handling provides significant insight into the drivers of conduct risk. From a high level, the method by which complaints are handled in the round is an important cultural indicator of the value a firm places on a customer. Individual complaints are of high informational value in and of themselves, and can be joined to other data points to create powerful insight.

Keywords: conduct risk; complaints; culture; root cause analysis (search for similar items in EconPapers)
JEL-codes: E5 G2 K2 (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jfc000:y:2018:v:1:i:4:p:294-300

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