{"id":11105,"date":"2020-10-01T10:08:00","date_gmt":"2020-10-01T09:08:00","guid":{"rendered":"https:\/\/www.policybee.co.uk\/blog\/?p=11105"},"modified":"2025-07-11T13:24:25","modified_gmt":"2025-07-11T12:24:25","slug":"insurance-for-complaints-handlers","status":"publish","type":"post","link":"https:\/\/www.policybee.co.uk\/blog\/insurance-for-complaints-handlers","title":{"rendered":"Insurance for complaints handlers explained"},"content":{"rendered":"\n

<\/p>\n\n\n

\n
\"Insurance<\/figure>\n<\/div>\n\n\n

Complaints are bad for business, that\u2019s a no-brainer. They take time and money to resolve, and can pile up faster than you can say \u2018sorry\u2019.<\/p>\n\n\n\n

There have been plenty of cases recently where large volumes of complaints, for hidden fees on payday loans, or mishandled mortgage products, have landed finance companies in hot water.<\/p>\n\n\n\n

What\u2019s more, companies regulated by the Financial Conduct Authority<\/a>, or any other body, can be fined \u00a3millions for misconduct on top<\/strong> of any compensation they have to pay out.<\/p>\n\n\n\n

So it\u2019s extremely important they turn to the right professional, someone who\u2019ll help lighten the load and get their complaints handling procedures exactly right.<\/p>\n\n\n\n

<\/p>\n\n\n\n

Bring on the complaints handlers\u2026<\/strong><\/h2>\n\n\n\n

That\u2019s where you come in. It\u2019s your job to right other peoples\u2019 wrongs. Listen, apologise, smooth things over. <\/p>\n\n\n\n

Problem is, while you\u2019re busy covering your client\u2019s back, who\u2019s covering yours?<\/p>\n\n\n\n

Say hello to your new best friend: complaints handlers’ professional indemnity (PI) insurance<\/a>.<\/p>\n\n\n\n

<\/p>\n\n\n\n

Make no mistake<\/strong><\/h2>\n\n\n\n

Let\u2019s say your client\u2019s unhappy with your work. Or they think you\u2019ve made a mistake that\u2019s cost them money. They could hand you a warning, suspend you or<\/em> decide to sue. If it\u2019s the latter, you\u2019re left facing a barrage of legal costs that could leave you sorely out of pocket.<\/p>\n\n\n\n

Granted, the risks are low. It\u2019s likely you\u2019re highly trained and your work is checked (and double and triple checked) before final decisions are made.<\/p>\n\n\n\n

But mistakes are a fact of life and, when faced with allegations of wrongdoing, you\u2019ll need to defend yourself from potentially damaging claims.<\/p>\n\n\n\n

Think how much just a consultation with a specialist litigation solicitor can cost (that\u2019s right, it\u2019s a lot) and you\u2019ll soon realise your money\u2019s better spent on complaints handlers\u2019 insurance instead. Consider it a short-cut to much deeper pockets.<\/p>\n\n\n\n

<\/p>\n\n\n\n

What does insurance for complaints handlers cover? <\/strong><\/h2>\n\n\n\n

So what does complaints handlers\u2019 PI insurance get you, exactly? And how much of it do you need?<\/p>\n\n\n\n

Well, it covers you for a number of claims and allegations including (but not limited to) negligence, defamation, copyright infringement, breach of confidence, misrepresentation, and loss of documents.<\/p>\n\n\n\n

That\u2019s not all, though. It covers the costs of hiring a legal expert to defend you in court and, if it turns out you\u2019re in the wrong, it pays for any compensation you owe your client.<\/p>\n\n\n\n

How much cover you need is up to you but we\u2019d recommend getting as much as you can afford<\/a>.<\/p>\n\n\n\n

Add portable equipment insurance<\/a> to your policy and you\u2019re also covered for the loss, theft and damage of any electrical devices (laptops, mobile phones, etc) you take to your client\u2019s office.<\/p>\n\n\n\n

<\/p>\n\n\n\n

Stay safe<\/strong><\/h2>\n\n\n\n

Even with professional insurance as back up, the quickest route to an easy life is never to have to face a claim in the first place.<\/p>\n\n\n\n

Here are some golden rules to keep in mind to help reduce your risks:<\/p>\n\n\n\n