Regulatory compliance

The era of light touch regulation has come to an end and there is now a much more robust regulatory environment, either in meeting compliance requirements or voluntary codes of practice for complaint handling.

UsefulFeedback delivers solutions that ease the process of maintaining compliance with these regulatory rules and codes of practice. The application delivers out-of-the-box support for regulated sectors such as financial services, utilities, telecoms, transport, travel, government and healthcare. Specific examples include:

• FCA DISP rules (UK financial services)
• RG 165 (Australian financial services)
• Insurance Code of Practice (Australian insurance providers)
• Consumer Protection Code (Eire financial services)
• CFPB Compliance Manual (US financial services)
• Ofcom complaint handling rules (UK telecoms sector)
• Ofgem complaint handling rules (UK energy sector)
• Ofwat SIM (UK water sector)
• Adult social care and health regulations (UK public healthcare)
• … and many more.

UsefulFeedback helps organizations to comply by delivering:

• standard regulatory reports at the click of a button (such as the FCA complaint handling return in the UK)
• regulatory timescales for handling complaints
• escalation stages
• external dispute resolution scheme workflows
• relevant content for correspondence (such as escalation advice)

The iCasework team has more than 15 years experience in delivering compliant solutions and our subject matter experts make sure that our solutions continue to meet any changes made to industry-specific regulations.