Compliance. Walking it, not just talking it
Published Tuesday, 3rd January, 2012
Meeting standards in the real world
You need a strong team that believes in doing the best for customers to make compliance a reality.
You need effective systems and controls and a proactive approach to regulation.
And, just as important, you need to listen to calls.
The lewis group’s compliance department undertakes regular call monitoring, complaint handling, and regulatory monitoring and reporting.
We also input to the company’s training and accreditation programmes, and we explain the ‘why’ and not just the ‘how’ to our agents so they understand the full picture and believe in compliance.
When we do receive complaints, we conduct root cause analysis to understand what went wrong and how to make improvements.
And we are accredited to the ISO 9001:2008 quality standard.
The lewis group compliance process isn’t fixed – what we do is constantly monitored and appraised. We review our processes and look for better ways.
And we try to think like a creditor. What’s important to you is important to us. We understand the compliance issues you face, and we develop new, smarter ways of working so that meeting regulations doesn’t cost you, it pays you.