Restoring confidence

Procedure for handing complaints about the administrative procedures of the Actuarial Profession

The Actuarial Profession is committed to the provision of high quality service to all those involved in its administrative procedures. We are always looking at the service we provide to see if we can improve it.

Users are well placed to judge the standard of our service and we need you to tell us if we get things wrong or you have a concern. Our aim is to address such concerns quickly and effectively. If we make mistakes, we want to put things right. By monitoring any concerns raised, including any formal complaint, and by taking prompt corrective action where necessary, we seek to learn from where things have gone wrong and improve the standard of our service for future users.

Concerns will always be treated seriously. If you are unhappy with the way we have dealt with you, please tell us. For example, you may be unhappy because you believe that:

• we have not done something we should have done;
• we have done something wrong;
• we have been discourteous or unfair;
• we have been too slow.

We believe that the sooner you tell us about a problem the sooner we can put it right so please communicate your concern directly to the person you are dealing with as soon as possible. If they are unable to resolve it they will pass the matter to their Head of Division.

It is anticipated that most concerns can be resolved through discussion with those involved. If we make a mistake you can expect the following:

• an apology;
• details of how we will put things right for you, if this is appropriate;
• an explanation of what went wrong and how we intend to stop the same thing happening in the future.

But if the problem is not resolved to your satisfaction you can make a formal complaint using the procedure outlined below.

Formal complaints procedure

Formal complaints should be raised with:

Caroline Instance
Chief Executive
The Actuarial Profession
Staple Inn Hall
High Holborn
London WC1V 7QJ

Tel: 020 7632 2115
E-mail: caroline.instance@actuaries.org.uk

All formal complaints will be recorded. The Chief Executive will aim to give you a full reply within four weeks, but if that is not possible she will let you know why.

If you are not satisfied with the response of the Chief Executive, you may (within 4 weeks of receiving the Chief Executive's reply) ask to be referred to the independent complaints assessor. She is independent of the Profession, but has been appointed by us for this purpose.

The assessor is:

Mrs Elizabeth Hodder
4 Ascham Road
Cambridge CB4 9B4

The assessor will talk to the person who is making the complaint and may interview the staff and (if appropriate) volunteer actuaries involved. She will have full access to the files relating to the matter. The complaint may be judged as: Upheld; Not proven or Not upheld. The decision of the independent assessor is final.

The complainant will be informed of the outcome, as well as of any remedial action taken where a complaint is upheld, and of any other action considered appropriate to improve the service, whether the complaint is upheld, not proven or not upheld. The Chief Executive will be responsible for ensuring that the necessary action is taken and will make a report to the Faculty and Institute Management Committee as part of her regular operational report.

January 2006