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Pye - Complaints Handler - Southampton, England, UK

Mark Pye

Southampton, England, UK


Complaints Handler


I have around ten years experience in handling administration complaints, firstly with a large Life Assurance company and recently with a Building Society. For three and a half years I have also been handling PPI complaints with the Financial Ombudsman Service and with a large bank.

Work History

Nationwide Building Society

June 2013 - July 2013

• Financial Planning Certificate 1 & 2
• Life Assurance Technical Certificate (LATC) - internal exam
• Advanced Technical Certificates (ATC) in Legal and Tax - internal exam

Previous Employed Experience
Nationwide Building Society - Complaint Handling from 10 June 2013 to 19 July 2013
In June 2013 I joined a short-term contract with Nationwide, investigating administration complaints, ranging from concerns over accounts not being set up correctly, to those relating to interest charges and Visa payment disputes. Being short-term, there was an obvious requirement to "hit the ground running" and deal with complaints almost immediately and during the six weeks I reached, and often exceeded the required target on each day. There was a need to be very flexible during these weeks as several different systems could be employed in order to resolve a complaint, depending on its type or severity.
There was a need to telephone each complainant in order to establish and clarify the complaint and I am very comfortable in handling complaints in this manner.
On one occasion I was asked to investigate a number of "duplicate" payments that had been made on customers' accounts, although it appeared that the payees had only received one payment. Over the course of five working days I managed to track down the payments, identify the cause of the problems and resolved each of the complaints to the satisfaction of each customer.

Lloyds TSB Group

October 2011 - May 2013

In October 2011 I moved to the PPI project as a Case Handler for one of the major banks, working on complaints in respect of the alleged mis-sale of PPI on loans and credit cards. During my time on the contract I developed several check-lists which were used by many case handlers to enable them to ensure that they missed nothing when assessing complaints.
I have mentored extensively on the teams and assisted my colleagues with any problems that they encountered. I volunteered for work on the introduction of telephone contact to customers and was regularly asked to "walk through" the complaints process with members of the bank.

Financial Ombudsman Service - Contract

PPI Adjudicator

February 2010 - September 2011

Call Centre

January 2007 - November 2009

Design and implementation of training material for Call Centre inductions and projects, which required the establishment of the training requirements, whilst then checking that the new procedures were being applied in the workplace.
Use of Excel spreadsheets to chart training schedules and to monitor success criteria, together with Microsoft Word and Powerpoint to enhance training sessions.
Established an excellent reputation within the Company for the delivery of enjoyable and informative training sessions.

Investigation and resolution of both Administration and Sales complaints

Hill Samuel and Target Life

June 1997 - December 2006

As the Abbey Life contract consisted of various life assurance companies - Abbey Life, Ambassador Life, Hill Samuel and Target Life - this would entail the application and interrogation of each in-house database.
Administration complaints were many and varied, from relatively simple "transposed" figures within letters, to the incorrect allocation of units on a life policy due, perhaps, to system or human errors. Cases in respect of the latter were often referred to me as I had vast experience in the allocation of units within unit-linked life assurance plans. Whatever the complaint, a keen eye for detail was always required, whilst maintaining a high standard of service to all customers.

mentor and on-section trainer to colleagues

Complex Enquiries

July 1995 - May 1997

from July 1995 to May 1997
Handling technical enquiries from both internal and external sources. Acted as mentor and on-section trainer to colleagues.

Personal Assistant

Broker Consultants

July 1992 - June 1995

arranging appointments and sales workshops. Checking and input of all policy applications prior to onward transmission to Head Office. Position required the detailed knowledge of all policies in order to handle telephone enquiries from brokers.

Life Servicing

April 1990 - June 1992

Handling enquiries on all life assurance products held on the Abbey Life contract, including amendments, surrenders and reinstatements.

Sales complaints

related mainly to "life" products only, and included the investigation of the sale of the Abbey Life Endowment Policy - the MortgageMaster Plan. The resolution of those complaints found in favour of clients often included the application of the principles encompassed within FSA Regulation Update 89 - "RU89" - where we calculated how much of the clients' mortgage would have been repaid if they had taken out a Repayment mortgage rather than an Endowment mortgage.
Other sales complaints included those concerning the Abbey Life Whole of Life policy, the Covermaster plan. Many clients complained that they had not been informed that there could be a considerable reduction in the life cover at the 10th policy anniversary. As the sale of many of these plans had not been fully documented by the salesforce in the early years, the resolution of such complaints entailed either the refund of all premiums together with interest, or the reinstatement of the original life cover, with a guarantee to keep that cover for a set number of years.
Application of various administration systems:
o Automated Workflow Distribution (AWD) - the scanned images of correspondence added to the "complaints" queue. Updated with comments detailing progress or recommended resolution of complaint.
o Cheque Disbursement System - if drawing compensation or reimbursement cheques, this system was used to order the payments for authorisation and print.
o Complaints System (TSO) - an in-house complaints database updated with each stage of the investigation, including the legislative Acknowledgement, 4-week and 8-week "FSA" holding letters.
The policies involved in these investigations could be any one of the many plans held within the contract - Whole of Life, Endowment, Term Assurance, Personal Pensions, Personal Retirement Plans, AVCs and Schemes. A good detailed or working knowledge of these policies was therefore essential.


September 1988 - March 1990

(Romsey) Ltd - from September 1988 to March 1990
Following my joined the "family" reinforced concrete manufacturing business, initially as an administrator. However, when a vacancy became available within the welding area, I volunteered to assist with the cutting, bending and welding of the steel reinforcement. I to fabricate steel cages for all types of reinforced concrete, most notably that for large staircases, which required a keen eye for detail and exacting quality control.

Chase Manhattan Bank NA

January 1986 - August 1988

US$ Reconcilements.
Matching payments to and from institutions throughout the world.

Life Assurance and Pensions agent

Prudential Assurance Co Ltd

January 1984 - December 1985

Duties included the sales and servicing of life assurance, general insurance and pension products, which also include "industrial branch" insurance.

Cashier and branch administrator

Lloyds Bank Plc

September 1973 - December 1983

Duties included handling large quantities of cash, dealing with all enquiries from customers and, in Pewsey, the general running of a small bank branch.

Marital Status: Married with two children

I joined the Financial Ombudsman Service as an Adjudicator

Payment Protection Insurance

(PPI) project in February 2010.
My main duties included the assessment of complaints in respect of the alleged mis-sale of PPI policies on loans and credit cards. For about six months I worked on complaints almost exclusively on Lloyds TSB products, including PPI on Loans, Business Loans and Credit Cards. I then transferred to another section that handled complaints for many other companies, including Capital One, RBS, Santander and GE Money. In September 2011 I transferred to the Lloyds TSB PPI project.
Abbey Life Assurance Co Ltd - from April 1990 to 20 November 2009
Following the closure of Abbey Life to new business in March 2000, the administration of its life and pensions business was transferred to an "outsourcer" - Unisys Insurance Services Ltd (UISL). That contract was then transferred to another outsourcer, Capita Life & Pensions, in March 2009, thereby ensuring continuous service of nearly 20 years.


Banking and adminstrative complaints

I recently worked on a short-term contract for a large Building Society, handling banking and administrative complaints. The main aim was to reduce the number of complaints from over 2000 at the start of the contract, to a more manageable level of around 500. This was successfully achieved within six weeks.

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