apcc-liaison-meeting-oct-2014-slides-20141021
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Transcript apcc-liaison-meeting-oct-2014-slides-20141021
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FCA/APCC Liaison Meeting
22nd October 2014
1
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Agenda
1.00
Connect update and feedback (Gillian Lavabre)
Mortgage Credit Directive (Lucy McClements)
2
1.30
AIFMD (Susan Tyldesley)
1.45
Consumer Credit: update and feedback from the regional
forums (Keith Cooper & Baljit Bhamra)
2.15
Contact Centre: quality controls, professional
accreditations, customer satisfaction survey
process/results, and common queries (Mark Adams)
2.45
AOB
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Connect update & feedback
Gillian Lavabre
3
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Second Charge Mortgages, Buy
to Let and the Mortgage Credit
Directive
Lucy McClements
4
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MCD implementation
5
HMT is principally looking to FCA to implement
Will need to make changes to FSMA and
secondary legislation, eg Regulated Activities
Order (HMT to decide on scope exemptions)
Second charge loans to transfer into mortgage
regime with the Directive
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FCA provisional timetable
6
MCD consultation out now – closes 31 October
2014 (HMT also consulting)
Aim to consult on B2L in early January 2015
Aim to publish final MCD rules in March 2015
Aim to publish final B2L rules early Q2 2015
MCD comes into effect 21 March 2016
There are no transitional arrangements
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Authorisations
Firms will need to apply for mortgage
permissions (in addition to other credit
permissions they may hold)
We are reviewing the application process with
the aim of making it easier for firms to apply
for multiple permissions
Timetable is tight as there are no ‘transitionals’
for firms meaning firms must have mortgage
permissions to conduct 2C business post
21 March 2016
7
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Firms
Firms with mortgage permissions will cover 2C so may
not need to apply
Firms without mortgage permissions can start preparing
by:
Planning now
Looking at the application for first charge home finance
providers to get an idea of the documents that need to be
supplied
Reviewing current policies and procedures, especially now
the consultation paper has been published
Prepare to submit applications in Q2 2015
8
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Contacts
Beverley Brewster – 020 7066 0930
Technical Specialist
Richard Eager – 020 7066 2492
Manager
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AIFMD
Susan Tyldesley
10
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AIFMD Applications
• AIFMD team update
• Applications received by 22/07/14: 1131
• Awaiting determination: 168
• Applications received post 22/07/14: 41
• AIF Schedule “missing data items”
exercise
11
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Consumer Credit
Keith Cooper & Baljit Bhamra
12
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Customer Contact Centre
Mark Adams
13
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The Firm Contact Centre
•
•
•
14
Covers FSMA and Consumer Credit
In September we answered 13,321 calls and replied to
2,009 pieces of correspondence
Reasons for contact:
FSMA
Consumer Credit
Correspondence
Fees
Authorisation/Registration
Handbook
ONA
CCI Portal
Authorisation/Registration
Authorisation/Registration
Fees
ONA
Handbook
Interim Permission
General
Gabriel
OFT
Gabriel
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Accreditation
15
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Our approach to quality
• Every Associate is quality monitored
• Minimum of 3, maximum of 12 pcm
• Scores by:
•
•
•
16
Associate
Team
Overall
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Our approach to quality
• September performance:
•
•
Calls: 79%
Correspondence: 79%
Understood Issue
Correct Answer
Answer Correct
Managed Expectations
Managed Expectations
Key Messages
Call Control
Communication
Communication
+ve Engagement
+ve Engagement
Calls
17
Emails
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Customer Satisfaction
• Offer IVR and email surveys
18
• IVR surveys sent:
• Email surveys sent:
1,323
323
• IVR response rate:
• Email response rate:
73%
25%
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Customer Satisfaction
• We ask different questions on the IVR
and on email
• Use a verbatim rating scale
Calls
19
Emails