FOR-PMI Ltd provide access to outstanding compliance services, which is not surprising for a company that started in 1998, well before compliance was compulsory for the mortgage and insurance intermediary. Since 2004 there have been developments and changes in people's attitudes to compliance and treating customers fairly, but one thing that hasn't changed is the exceptional assistance FOR-PMI Ltd provide. Combining our experience and innovative thinking allows FOR-PMI Ltd to create services and meet particular customer requirements.

Since formation FOR-PMI Ltd have introduced a Total Quality Sales System to assist in our customer service procedures, these procedures are kept up to date via FOR-PMI Ltd web site publications, to help ensure quality outcomes throughout the business. FOR-PMI Ltd undertake internal audits and external audits to identify any gaps in our operating procedures.

Many changes have taken place since implementation of our Total Quality Sales Systems, initially FOR-PMI Ltd have taken a risk based approach to address the areas we felt were a priority, with record keeping the initial key area to be addressed. This approach was aided by implementing ISO 9001 -2000 quality standard eight years ago, since then FSA regulation is the standard, these changes are logged in the change management section of our procedures.

Our suppliers are rated on a case by case basis, the suppliers list can be given to the client if they request it. Our terms of business reflects our level of service and the client options for paying for our service, the FOR-PMI Ltd fee agreement is then approved by the customer and recorded on the customer file, prior to any costs incurred by the customer or service offered.

What research do we use? research tools we use with along with our suppliers list, are held in FOR-PMI Ltd operating procedures.

Who deals with complaints? of course we aim for complete customer satisfaction when customers use our service, however FOR-PMI Ltd internal complaints procedure are an integral part of our quality process which is a documented procedure. FOR-PMI Ltd confirm to a complainant the timescale's for acknowledging receipt of a complaint, usually within one working day. Customers can be sure the person whom the compliant is made against, does not deal directly with the complaint, FOR-PMI Ltd will ask for external help in addressing a complaint, when and where necessary, adding to impartiality, which is then recorded on the FOR-PMI Ltd complaints register along with outcomes.

Do FOR-PMI Ltd carry out file checks? Yes is the short answer, the file(s) are checked prior to completion and after completion by the Principal and Compliance audi, the number of file checks do not vary according to the experience of the person providing the service. The riskier products such as Equity Release, Self Certification, Mortgage Sub prime loans, are also checked by FOR-PMI Ltd to ensure they match customer needs, if they are deemed inappropriate for the customer as a result of the file checks, necessary action is taken. Training is then provided to ensure that inappropriate advice is not repeated.

What Management Information do FOR-PMI Ltd record and what do FOR-PMI Ltd do with it? Key Performance Indictors (KPI) provide an overview of the Business Mix, Product Provider Mix, Complaints received, Sales Persistency, Not taken up, Cancellations, Execution only business, Client file quality and content, Continuous Personal Development activity, Business & personal Issues, Assessments, fiscal probity & financial viability checks which are then collated and reviewed monthly (see last review and it what it showed) including trends, concerns and what action was taken. The KPI is then provided to the Principals, individual personnel are then made aware of KPI’s how and what action is to be taken, this is then discussed with them at the monthly or quarterly meeting, along with other management information.

How often do FOR-PMI Ltd review existing clients and the systems FOR-PMI Ltd have developed? We contractually agree to contact and review existing clients needs, which are set out in the terms of business either annually, at renewal, or before expiry of product rates, FOR-PMI Ltd have a diary contact and purpose built database system to identify key contact dates and requirements.

Do FOR-PMI Ltd do any advertising?
Our advertising aim is to be fair and not misleading, before advertising they are checked and signed off by the CEO, and placed in the advertising register .

Are FOR-PMI Ltd recruiting? self employed persons are sought with interviews carried out by the Director using a structured interview process,
candidates with the required knowledge and skills, will be assessed through the testing of knowledge, case study, I.T. skills at interview stage. Qualification requirements are CeMAP, MAQ or CF1 & 6, with credit checks and job references from previous employers over the last 5 years.

Do FOR-PMI Ltd have a formal induction and training program in place? Training is provided to Principals, advisers and compliance contractors, comprising of different stages such as recruitment, initial training, attaining & maintaining competence, lasting up to one year or more, depending on the level of experience. If we take on trainees (unqualified) the supervisor will monitor and assess any candidate suitability prior to taking the position, due to the level of supervision required.

How is FOR-PMI Ltd training structured? Continuous Personal Development (CPD) is discussed and recorded on the candidates job description and training file, it is vital that FOR-PMI Ltd conduct a training needs analysis on each candidate before the role is taken up. Formal monthly training plans are then put in place, with further professional qualifications being encouraged and expected along with monthly CPD. Typically CPD comprises of relevant reading, company approved meetings, industry based seminars, industry research, product and sales training, one to one observations, internal and external examinations. Training and CPD is checked, by internal and external compliance.

How are our candidates remunerated? Our candidates are solely commission based with a possible option to take a basic salary and commission. The candidate is rewarded for good practice or penalised for bad practice, which is discussed with the candidate before, during and after training. Identifying bad practice which could be a risk to the customer or our business, is carried out through our File reviews, KPI’s, Complaints, Customer surveys and audit procedures.

FOR-PMI Limited procedure for recording a breach.

Recording of a breach: Where an adviser is found to have breached a FOR-PMI Limited procedure the individual or Appointed Representative/Tied Agent will be logged on the breach register and a letter issued to them detailing the nature of the breach and the action that has been taken.

If a breach of FOR-PMI Limited procedures should happen on more than one occasion this will be referred to the disciplinary committee where suspension or termination of the agency may result.

Where an employee is found to have breached a FOR-PMI Limited procedure and FSA Regulation this will result in the breach being recorded with the FSA and internally on the FOR-PMI Limited breach register, with the individual or AR being referred to the FOR-PMI Limited disciplinary committee for further action, including suspension, disciplinary meeting or termination.

Timescales.
If an adviser or AR does not respond to a required action, such as a Sales Quality Review files request, action of a Risk Assessment check list, or reply to the Agent Services Review within the time scales given it will result in suspension until the required action has been satisfactorily completed.

Where there is a recorded trend in failure to respond in a prompt manner, this will lead to a FSA recorded breach.

At FOR-PMI Ltd we recongnise our responsibilities in ensuring all customers are treated fairly and we have adobted principles which support our commitment to Treating Customers Fairly

• act fairly and reasonably when we deal with you:
• make sure that all our services satisfy the requirements of these principles.
• make sure all the information we give you is clear, fair and not misleading:
• avoid conflicts of interest or, if we cannot avoid this, explain the position fully to you:
• give you enough information so you can make an informed decision before you make a final commitment:
• confirm your arrangements:
• make sure that our service meets our industry code of practice and standards:
• handle enquiries fairly and promptly:
• make sure you receive all the documentation you need:
• protect any personal information:
• handle complaints fairly and promptly.
• ensure that our people are properly trained, diligent and competent
• Newsletter issue 20