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[Weekly Wrap] Drumming up complaints unnecessary

Tuesday 28th of October 2014

It's that time of the year where the external disputes resolution schemes are rolling out their annual reports complete with statistics on cases they have heard and seen. It seems each of these schemes is hell-bent on encouraging more people to complain about their financial adviser.

There seems to me to be some conflict going on here. On one hand financial advisers are forced to join a scheme and therefore they have some stake in the business. On the other hand their scheme becomes totally focussed on trying to generate complaints from the public against their members. Yes I know schemes work hard helping their members avoid and resolve complaints, but it does seem odd that they then take a very public position trying to generate complaints.

I've always thought organisations in the financial services sector have been good at letting clients and prospective clients know what their options are around complaints.

This touting for business maybe pitched as educational, but it doesn't seem to do much to help investor confidence.

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FMA outlines its latest expectations for advisers
Paul Flood: The danger is that the 'goalposts' (regarding what is acceptable or unacceptable adviser conduct) may be susceptible to change. Our 'Principles based' legal/regulatory environment lends itself to “prevalence-induced concept change” over time, perhaps not so much in the written laws and Code, as in the interpretation of the prescribed principles.
2 days ago Steve Wright
FMA outlines its latest expectations for advisers
Just a tip, if you use more than six, six letter words in a sentence you lose most Kiwi's. So avoid client/adviser confusion when writing your post or article if you would like it read and understood. Ironically, my last sentence was not likely read.
2 days ago Backstage
FMA outlines its latest expectations for advisers
All things said are great aspirational goals for a great financial advice industry, it mirrors what both the legislation and the code requires. However, like most things discussed it talks about what's expected not how it's done. The hardest aspect of financial advice today isn't what it is, it is how it is done. The how only comes from those that have done it, the how is only provided with examples. Guidance documents that spell out what's required along side how it it done. We’re still dealing with the same issues we started with in 2021, figuring out the how. And figuring out the how in every advice business is consuming resources that could easily be shortcut by the FMA demonstrating what they are expecting. It's not about “do it this way” its about this is the sorts of things we’re looking for. In the absence of standards and expectations, guesswork prevails. That represents significant risk to FAPs and the result is onerous overcooked advice processes for multiple advice operations and undercooked she’ll be right for single operators focused on getting the work done. Both approaches have potential for harm and as its been said earlier, leaves advisers open to explain they haven't been speeding with the authorities have pulled them over. The advice industry needs guidance on the how we know the what already.
4 days ago Jon-Paul Hale
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To correct errors in my previous post: "policies, templates, and controls" should read "policies, processes, systems and controls", and "is more conductive" should read "is more conducive".
5 days ago Paul Flood