CEO Update #46 - Social media complaints, 01 October 2021

Complaints Handling October 2021 sees some changes to the internal disputes resolution process.  Advice Evolution will continue to guide you through this process and it is up to you to notify the dealer group as soon as you are aware of a complaint.  The update at practice level is in the area of social media, if you see a complaint come through a social media channel, you need to ensure that it is handled in the same way as normal.  The adviser must be cautious that the process is kept private and the interaction with the potential complaint is not conducted in a public domain.