Proficient in Complaints

Proficient Complaints is the complaints outsourcing arm of Broker Direct Plc. Based in Bolton, we have been handling regulated complaints for over 20 years.

Proficient Complaints exists to assist with your complaints process We are a complaints outsourced service provider with an exciting range of capabilities. We work with partners to deliver cost-effective operational excellence by exploiting our skills, systems, experience and scale economies.

We are defined by the quality of our customer interactions. Flexible and agile, we can adapt to meet your precise needs.

Why outsource complaints?

Take advantage of our know-how, gained over twenty years handling FCA regulated complaints on behalf of our partners.
Our staff on average have more than 5 years experience working in a FCA regulatory environment.
Our Complaints CRM is tried and tested and updated on a regular basis to ensure we remain compliant.
It’s easy to get defensive when a complaint comes in. A third-party service provides the necessary detachment to assess the situation objectively and find a resolution that’s fair and complies with Consumer Duty
We provide regular management information such as percentage uphold rates, average number of days to close, and analysis of the types of complaints received etc.
A flexible resource that can avoid the need for expensive and time consuming recruitment in a tight labour market.
We are a respected supplier operating in a highly regulated market. You can trust us to deliver a high quality, compliant complaint service.

What services we can provide

We will always try to adapt our services to your needs, but the main complaint services we can provide are:-

SERVICES	INDUSTRIES
Overflow/Surge complaint handling services If you receive complaint’s, you have not resourced for/can’t recruit for, our experienced team will handle the complaints you don’t have the capacity to handle.	Insurance, Consumer Credit and Motor Finance.
Outsourced complaint team Our complaints team will deal with all your complaints including Ombudsman complaints. In this solution (subject to expected number of complaints), we will provide dedicated staff to acknowledge, investigate and respond to complaints.	Insurance, Consumer Credit and Motor Finance.
Complaints audit In the event you need a second or third pair of eyes on a complaint, we can assist with completing full file reviews.	Insurance, Consumer Credit and Motor Finance.
FSMA Section 404 outcome (redress scheme) Our experienced team can review your customer agreements and provide an end to end, full case management solution including paying redress as applicable.	Insurance, Consumer Credit and Motor Finance.