APD Global Research has launched a new compliance solution for brokers.
Called Compliance 360, it has been developed to monitor customer feedback in line with FCA guidelines.
APD says it will ensure suppliers can proactively process responses in areas of non-compliance. These include commissions, transparency and affordability.
Feedback from customers is monitored in real-time via the Compliance 360 customer service platform. It can evidence satisfactory customer outcomes which can be shared with the FCA when required, reports APD.
For the lender, ‘soft’ questions emailed to the customer generate a ‘heat map’ of their introducer network showing where the customer feedback has identified any potential areas of concern.
Paul Turner, chairman of APD Global Research (pictured above) said:
“Our compliance solution proactively helps companies meet their FCA obligations with help from end user customers.
“They can learn from both a customer’s positive and negative feedback which provides valuable assets in line within FCA regulations.
“It is a win-win situation for both FCA compliance and customer relations.
“As many broker deliveries are underwritten remotely, having a reason to engage with the customer during their contract keeps suppliers in the frame when they start looking for their next car.”
Ralph Morton is the leading journalist in the leasing broker sector and editor of Broker News, the website which provides information and news for BVRLA-registered leasing brokers. He also writes extensively on the fleet and leasing market in both the UK and Europe.
