Complaints Management Part 3
Last week, we discussed the first two specific findings on the effectiveness of complaints handling systems and the need for root cause analysis and corrective action stemming from this. Today, we share details […]
Best Practice
Videos
Watch: FPI Financial Planner of the Year on key issues shaping the financial landscape
Animated video explains the two-pot retirement system
NCA Credit providers’ FICA obligations
NCR Desktop Audits
Is South Africa on track to getting off the grey list?
Looking back at this year’s FPI Professional’s Convention
Enhance your HR skills by attending our insightful webinars in November
Webinars on how to investigate misconduct and address poor performance
PoPI is not a Flower – Part 2
As we pointed out last week, PoPI is yet another brick in the wall being built to safeguard the privacy of the public. Today we look at some important definitions. Purpose of POPI […]
Obtaining a Full Qualification
I obtained 31 credits in 2009 and now want to study further towards a full qualification. Please advise how I should go about this? People who were in the industry prior to 2010 […]
Complaints Management Part 2
Last week, we discussed basic trends identified in the recently published Key Findings: Complaints Management Thematic Review by the FSB. Today, we share two of the four specific findings contained in this document […]
PoPI is not a Flower – Part 1
South Africa’s Constitution is regarded as one of the best in the world when it comes to safeguarding the rights of its citizens. From it evolved a number of interventions aimed specifically at […]
Financial Planning Update
The renowned tax expert from Rhodes University Business School, Professor Matthew Lester, will be conducting two four-hour financial planning update lectures in the Eastern Cape. 20 years of changes in the tax system […]
Complaints Management Part 1
Learning from the mistakes of others is always much better than learning from your own. The findings of a recent audit by the FSB of the current state of complaints handling by product […]
Think TCF – Part Seven
In this, the final article on this topic, we share some practical ideas for you to consider. I need to express my sincere appreciation to Billy Seyffert for the use of his presentations […]
Complaints Management the TCF way
Two important FSB documents which saw the light this week see a firm shifting of Treating Customers Fairly (TCF) from a theoretical basis to a practical one. The publication of the TCF Complaints […]
DOFA and New Product Lines
The answer to a question received from a subscriber may be of interest to many others: “If a rep has only worked on life products and has a Date of First Appointment of […]
A Fine Balancing Act Required
An incisive article by Peter Bruce in Business Day, “When fear and loathing trump nuance” takes a look at the bigger picture of collusion in the light of the latest probe into car […]
Think TCF Part Six
Outcome Six: After Sales Service The final outcome requires that clients do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint. The word “unreasonable” is […]
FSB Licence Applications
At the recent regulatory exams in London, it came to our attention that firms operating in the UK and other countries experience substantial problems when applying for licences to operate in South Africa. […]
Closing the Loop
In view of an article I wrote some time ago, a radio station approached me this week to take part in a discussion concerning investments that offer exceptional returns. I politely declined as […]
Think TCF Part Five
Outcome 5 of Treating Customers Fairly requires that “Clients have products that perform as FSPs told them it would, and the service is at an acceptable standard, and what they expect.” It is […]
Think TCF Part Four
Outcome 4 of Treating Customers Fairly requires that, where clients receive advice, the advice is suitable and takes account of their circumstances. The apparent simplicity of this statement is very misleading. The guide […]
New Directive from the FIC
Section 29(3) of the Financial Intelligence Centre Act states that all persons who submitted or are obliged to submit a report, may not disclose that fact or any information regarding the contents of […]
