Jim Biles Email & Phone Number

Investigating and making binding final decisions on consumer complaints involving a range of financial products and services.

Investigating and making binding final decisions on consumer complaints involving a range of financial products and services offered by providers based in the Channel Islands.

- Consultancy role with Vanquis Bank and Moneybarn to advise on transformation of complaints department required due to dramatically increased volume of complaints, particularly relating to unaffordable lending. - Undertook a detailed analysis of complaint outcomes, especially decisions from Financial Ombudsman Service (FOS), to identify risks and gaps in existing procedures. - Recommended and gained agreement from senior managers to changes in investigation process and approach to key complaint issues to align more closely with FOS stance. - Wrote detailed policy and procedure documents, designed and delivered training for complaint handlers and QA function to introduce the new approach and ongoing coaching and mentoring to successfully embed it. - As a result, the complaints department is now able to deal with high complaint volumes and achieve outcomes that are much more closely aligned to FOS decisions and meet FCA expectations that customers are treated fairly.

London, England, United Kingdom

- Used analytical skills and critical thinking to investigate and make legally binding final decisions on disputes involving a wide range of financial products. - As an experienced ombudsman, I was regularly trusted to decide the most complex and sensitive complaints, including those about pension transfers, life and critical illness claims and complex jurisdiction issues. - Provided professional leadership, including coaching and mentoring for case handlers and ombudsman colleagues.

London, England, United Kingdom

Investigating and informally resolving disputes between firms and consumers involving a wide range of financial products.

London Area, United Kingdom

Financial advisor, managing a bank of clients and providing face to face financial advice.

Kent, England, United Kingdom

Financial advisor in call centre, providing financial advice to clients. Also acted as supervisor, responsible for training and compliance of other advisers.