Products
What is the cooling off period for a Fixed Rate Cash ISA?
14 Days
What are the four Regulators that are involved with Shawbrook?
FOS - Financial Ombudsman Service
PRA - Prudential Regulation Authority
FCA - Financial Conduct Authority
FSCS - Financial Service Compensation Scheme
What code do you use to view a customers profile?
CUVL
What is the FCA's (Financial Conduct Authority) definition of a complaint?
Any written or oral expression of dissatisfaction, whether justified or not
What is Shawbrooks savings sort code?
16-58-73
What is the maximum amount you can have in a Easy Access Cash ISA?
£250,000
What is the job of the Financial Ombudsman Service (FOS)?
Settle complaints between consumers and businesses that provide financial services
What does ACMIM do?
Puts the account on maturity
What is the complaints resolution cycle?
Acknowledgement letter - 5 Days
Holding Letter - 4 Weeks
Holding Letter - 8 Weeks
Final response letter (FRL)
What is MARS used for?
Security (password re sets)
What are the two Notice accounts that are available?
45 Days & 120 Days
How much is protected by the Financial Service Compensation Scheme (FSCS) for a single account?
Bonus - How much for a joint account?
£85,000
Bonus x2
Joint £170,000
What code do you use to APPLY ISA maturity?
ISAPS
After the complaint cycle, who can a customer escalate the complaint to if they are not satisfied?
Financial Ombudsman Service (FOS)
If a bank check fails, what documents do we need?
Bank statement
Front of card
Paying in slip
Cheque
What is the maximum amount you can have in a Fixed Rate Bond Account?
Two Million Pound
What do the Financial Conduct Authority do (FCA)?
Regulates the financial service industry by:
Protecting consumers, keeping the industry stable and promoting healthy competition between financial service providers.
What code do you use to close a account in Summit?
ACCP
What are the SEVEN ways a customer can complain?
Telephone
Secure message
Letter
E mail
Social media
Shawbrook website
ExCo
What proof of identity can we accept?
Passport or Driving license
What are the penalties for early withdrawals in a Fixed Rate Cash ISA?
1 Year - 90 Days
2 Year - 180 Days
3 Year - 270 Days
5 & 7 Year - 360 Days
What does the Prudential Regulation Authority have the power to do?
Issue penalties and fines. Prohibit an individual from working in the regulated financial sector
What can you use the code CUAMH for?
To change the main address
What are the THREE scenarios someone would want to raise a complaint?
Material Distress
Financial Loss
Material Inconvenience
x2 for all three
What are the THREE statuses of a customers application?
Referred
Awaiting response
Approved