We are acutely aware that law firms working for financial institutions require a real depth of regulatory knowledge and a detailed understanding of how the regulator expects customers to be treated.
Every single case is progressed with treating customers fairly and the customer journey at the forefront of the mind of every member of our team.
Our heavyweight governance, risk and compliance (GRC) team is led by our conduct risk partner and is supported by our conduct risk manager, compliance analysts, service delivery manager, our training team, an outsourced compliance consultancy and our internal audit function.
The GRC team work within a ‘three lines of defence’ model that is designed to assess and monitor our appetite for risk whilst ensuring fair and consistent outcomes for all customers.
Our senior management team aim to promote a culture which focuses on delivering outcomes aligned with the best interests of our clients’ customers.
The senior team has a clear objective in terms of the provision of leadership and direction in order to create an environment that enables capable and competent paralegals and lawyers to make informed judgements.
Customers in potentially vulnerable circumstances are identified and escalated to a specialist member of the team as soon as we become aware of them.
We engage sensitively with customers who have specific needs or circumstances which are likely to limit their ability to engage effectively (for example customers dealing with bereavement or terminal illness, or those with physical and mental health issues).
We appreciate that controls must be in place at the appropriate stages in each process.
Consideration is always given by the GRC team as to whether the control should be performed earlier or later in the process and whether the frequency of operation is sufficient to mitigate the risk.
Having given us great advice, Erin Shand helped make our remortgage process stress free.
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