Concerns about the sales practices of staff, authorised representatives or distributors are investigated. Where an unacceptable practice is found the fix depends on the circumstances and includes one or more of an apology, cancelling the policy with the customer's agreement, refunding premiums with interest, adjusting cover or arranging more suitable cover, correcting information, honouring a claim or another suitable measure; the practice itself is also corrected, with further training where appropriate. Customers are contacted by their preferred method where practical, told they can ask for a review of the proposed remedy, and that dissatisfaction with the review is treated as a complaint.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.