Bobby Layton

Complaint Specialist @St. James's Place

23 October 2023 - Present St James’s Place (SJP)Role – Case ReviewerProject Details – Advice and Service Complaints (Working from home)The role is handling complaints initially from a specific Legal CMC with various complaint points that mainly involve advice and service elements. However, more recently other CMC and Solicitors have begun submitting complaints with further detailed complaint points after DSAR requests on occasion. In addition, I was asked to assist a small team for approximately 3 months in designing a process specifically for replacement business complaints.Advice • Relating in the main to Investment Bonds, ISA’s and Pension advice. New money and replacement business• Pension Replacement Business is the majority of the work. Defined Contribution Pension(s) being replaced• Usual complaint handling experience from end to end including Redress Manager, comparing benchmarks across the industry when requiredService • Identifying missed annual reviews post-RDR from various systems• Contacting Partners to clarify discussions at meetings if not clear• Apportioning appropriate redress when required** Currently, since March 3, I am reporting directly into SJP for a secondment involving Artificial Intelligence (Ai) to streamline processes**Internal Exams passed (Not mandatory training) relating to SJP products and general product information • Generic Savings & Investments• ISA Transfers & Unit Trusts• UK Investment Bond• International Investment Bond• Investment Replacement• Money Purchase Pension Transfers