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Thu 3 & Fri 4 August 2017

Building a Better Future for Consumers, Advisers and Providers
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Primary Audience:
Mortgage Advisers

A Difference of Opinion – Harmful to Your Health, Business and PI Cover

Richard Hern

Complaints are on the rise. What can you do in your mortgage business to reduce your risk, add value to your advice process and safeguard your client relationships?

Even when not upheld, complaints present a significant financial and time cost to a mortgage adviser and their business, as well as a toll emotionally. In complaints management, prevention is most definitely the best cure.

Perhaps because today’s consumer is more educated about their right to make a complaint, and how to do it. Perhaps because in some cases, more could have been done to document advice. Whatever the reason, the rate of complaints in mortgage advice is increasing. Addressing potential areas of risk and implementing steps to safeguard yourself and your clients from potential confusion or issues, is essential to protect your business from complaints, and is an opportunity to add value to your advice process.

Richard has dealt with countless claims against professionals including many financial advisers, who have found themselves the subject of litigation brought by individuals. Join Richard for this interactive session on common mortgage advice complaints and issues. Learn from real-life examples – take a look at what went awry; how the complaint came to life; how it could have been handled differently; and what could have been done in a different way from the outset to circumvent the complaint happening. Take away a practical tool-kit of steps to minimise the risk of facing such claims and how to deal with them when they arise.

About Richard Hern: Richard’s area of expertise is professional indemnity, particularly claims against financial professionals including advisers and brokers, accountants, real estate agents, and solicitors. His highly developed technical skills, tempered with a pragmatic approach, have resulted in excellent outcomes on numerous claims against financial professionals. He is recommended by The Legal 500 Asia Pacific 2017, and ranked in the Chambers Asia Pacific 2017 as a notable practitioner who “continues to grow his reputation as one of the market’s foremost insurance specialists”. Richard is also a partner Wyn Williams.

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