Alisdair Hall

'Cost of advice' review project - reviewing the cost and delivery of financial advice provided by SJP partners:

• Investigating provision of advice history for SJP clients between 2018 and 2022.
• Reviewing all communications across multiple business information systems to identify and categorise gaps in service.
• Coordinating with other investigators, SMEs and management colleagues to ensure effective resolution of complex cases.
• Consistently achieves monthly production and quality assurance targets.
• Selected to help train new starters through work shadowing.

Investigated motor finance complaints raised by third parties:

• Complaint investigation and resolution, in line with established procedures.
• Improved customer satisfaction by investigating and resolving complaints.
• Maintained high standards of service for customers with prompt resolution of issues.
• Identified complaint trends and patterns to report to supervisors and guide changes.
• Drafted letters and guidance documents.
• Calculated redress.
• Consistently achieved monthly production and quality assurance targets.
• Fostered a culture of continuous improvement by analysing patterns in complaints data.

In May 2024, I was assigned to work on Oodle’s new business-wide remediation project:

• Review and resolution of written customer queries and complaints.
• Maintenance of a central remediation database.
• Demonstrated excellent problem-solving skills whilst dealing with complicated cases which resulted in satisfactory resolutions for both client and company.
• Created detailed reports on investigations, enhancing transparency within the organisation.
• Letter drafting.
• Bespoke management of exceptions.
• Consideration of claims for further compensation, based on proven consequential loss.
• Consistently achieved monthly production and quality assurance targets.

Assessing and progressing accounts through the collections and termination process, implementing further action as appropriate:

• Assessed accounts to determine the next step in the account’s collections journey, implementing further action as appropriate.
• Followed all relevant procedures and guidelines.
• Followed all necessary steps to ensure that decisions were fair and reasonable.
• Maintained the highest standards of productivity and quality.
• I was asked to take over case allocation for the project, identifying workable cases and allocating cases to ensure daily targets were achieved.

This involved the research, investigation and resolution of complaints about a wide range of business banking products, processes and services – including KYC review, loans, accounts, and general servicing and administration:

• End-to-end complaint investigation and resolution in line with established procedures.
• Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
• Conducted end-to-end review of KYC records.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Identified complaint trends and patterns to report to supervisors and guide changes.
• Maintained excellent client satisfaction by providing in-depth support.
• Consistently achieved monthly production and quality assurance targets.

Managed, led and motivated teams of complaint investigators, resolving a wide range of disputes between regulated financial businesses and their customers. This involved work in the business and general banking, insurance, motor finance, loans and redress sectors.

I directed all functions of my team, helping investigators provide fair and timely resolutions to customers’ complaints:

• Performance management: monitored, appraised and reported on all aspects of investigators’ performance,
• Quality assurance: assessed and provided feedback on all aspects of investigators’ work, recognising and addressing areas of potential development and implementing training.
• Developed investigators’ professional skills holistically: technical skills, customer service and communication, case management and progression.
• Collaborated with a diverse range of customers, businesses and internal stakeholders to ensure service excellence.
• Analysis and presentation of management information and performance data to drive improvements in individual and team performance.
• My work resulted in a significant boost in early resolutions and customer satisfaction levels.
• Selected to join a specialist team resolving the most complex and challenging service complaints - assessing and awarding redress.
• Selected to manage a team of investigators in the service’s new customer-focused investigation project.
• Involved in a variety of other projects: business risk assessment, quality assurance and customer satisfaction, and staff engagement.
• Conducted interviews for adjudicator roles.

• Guided new and experienced teams of investigators through route to competency training and into full production.
• Led and motivated my team, ensuring that demanding production and quality targets were achieved.
• Identified and addressed training needs, involving individual coaching and team training sessions.
• Held daily team meetings to discuss process changes, technical developments and other important issues.
• Analysis and presentation of MI data to the senior operations team.
• Monitoring risk within the business, ensuring compliance with internal and regulatory requirements.
• Delegated tasks to make best use of individuals' skills and drive further development.

Investigated and assessed the merits of payment protection insurance mis-sale complaints, ensuring sales complied with FCA regulations, laws and business codes of practice:

• Managed high-volume customer queries simultaneously through effective multitasking.
• Maintained excellent client satisfaction by providing in-depth support.
• Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
• Identified complaint trends and patterns to report to supervisors and guide changes.
• I was selected for promotion to Team Leader when the PPI operation began its rapid expansion in March 2011.

Mitchell Solicitors specialises in criminal defence work. I was employed by Mitchell Solicitors on an ad hoc basis in two main functions:

1) Interviewing clients regarding confiscation proceedings carried out under s.6(4) of the Proceeds of Crime Act 2002 (POCA). These clients faced criminal charges of drug trafficking and/or distribution. This role involved:

• Identifying credit items and assets relevant to POCA proceedings.
• Interviewing the client, taking their statement in relation to each item as part of a financial records examination.
• Drafting the statement, used for reference purposes by defense counsel and forensic accountant in his preparation for the confiscation hearing.

2) I was employed as clerk for the defense at a murder trial at St Albans Crown Court:

• Interviewing prosecution witnesses.
• Updating our client during the trial: explaining the issues raised and decisions made during the court proceedings.
• Keeping attendant relatives of the defendant fully informed.
• Provided administrative support, including drafting and submitting trial notes to senior staff for review and approval.