Mark Battersby Email & Phone Number

During my 30 years in Financial Services I have worked as a Financial Adviser before moving to Prudential, initially as a Reviewer of sales by our direct sales force, before moving into the QA team and then becoming a Technical Advisor/Coach. When the direct sales force disbanded in 2001 I had a couple of secondments before moving to the complaints team in 2003. Within a couple of years I became a senior complaint handler, looking at a wide range of complaints, including Investments (including Wealth Management), Pensions / Annuities, Mortgages and Protection Products.Due to my knowledge and experience, I was often called on to help with various reviews (including reviewing our non-advice pension drawdown product) and also spent time on secondment with Prudential Financial Planning (PFP), helping them set up the team that looked at the suitability of the sales made by the PFP advisers.In 2022 I was selected to look after a high profile Pension Liberation project with potential compensation of over £5 million. I liaised with the Financial Ombudsman Service (FOS) around these cases, making offers as appropriate and organising for the redress payments (that were sometimes over £100,000). In 2023 I moved into the FOS team on a permanent basis as a Relationship Manager and look after around 70/80 complaints that are with the FOS. I liaise with the FOS and various teams within M&G to ensure that the correct information is sent to the FOS; I then assist with any further questions the FOS have and progress the cases when we receive the assessments. If a case is not supported by the FOS, I organise for any remedial work to be completed and on a monthly basis we look at Root Cause Analysis (RCA) and make recommendations to the company on areas that need improvement.Qualifications (QCF Level 4)R07 (Advanced Mortgage Advice) examIF9 (Customer Service in Insurance) examR01 (Financial Services, regulation and ethics) examInstitute of Customer Services (ICS) Solutions Award completedER1 (Equity Release) exam CF9 Pension Simplification examG60 Pensions examMortgage Advice Qualification exam Compliance Institute - Basic Law & Operating in a Regulated Environment exams Advanced Financial Planning Certificate Financial Planning Certificate 1, 2 and 3

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  The University Of Huddersfield

  Ba (Honours) Degree In Accountancy Studies