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Thursday, July 4, 2013

Insurance business PAS fined £2.8 million for poor handling of Phones 4u mobile phone insurance complaints

The Financial Conduct Authority has fined insurance intermediary Policy Administration Services Limited over £2.8 million for poor complaints handling between June 2009 and September 2011. PAS administered mobile phone insurance policies sold by Phones 4u, which meant it handled claims, complaints and other customer relations.

As well as noting PAS’s failure to record complaints, it also found that complaints were not investigated fully and that complaints about mis-selling were often rejected on the grounds that the customer had signed a Direct Debit form.

Since the investigation, PAS has had its complaints processes independently reviewed. It’s also paid compensation to 1,438 customers.

Tracey McDermott, the FCA’s director of enforcement and financial crime, said “In any business things can go wrong. Proper complaints handling is essential to ensure customers are treated fairly. PAS had wide ranging failures across its complaints handling processes - it failed to investigate complaints properly or to keep accurate records. This is simply not good enough - it does not meet our requirements and does not meet the needs of customers.”

Last week the FCA published a review into mobile phone insurance, warning that companies treating their customers unfairly could face enforcement action.

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Opinion Articles

CES Unveiled at London: the future's looking pretty bright

Mark Bridge writes:

The 2012 International CES is expected to be the world’s largest consumer technology tradeshow. It runs from 10th to the 13th of January in Las Vegas next year and will contain technology from more than 2,700 companies spread over a record-breaking 1.8 million square feet of exhibition space.

Yesterday I saw a preview of what’s expected there – and all without leaving the UK. Instead I headed to a conference centre where the first-ever ‘CES Unveiled at London’ event took place.

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Last week at The Fonecast: 14th November 2011

Mark Bridge writes:

Flash is dead, HTML5 is the future. Okay, the next stage in the evolution of the mobile browser isn’t that clear – but a restructure at Adobe has pretty much marked the end of mobile Flash development.

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McAfee's top five tips for avoiding malicious mobile apps

Mark Bridge writes:

Mobile security - as I’ve said several times in the last few months - is becoming a hot topic. Although the number of mobile viruses and malicious applications is relatively small when compared with attacks on PCs, it’s on the increase.

Last week we talked to Eddy Willems, Security Evangelist at G Data, about the security risks facing smartphone users... and in the last 12 months we’ve also spoken to David Emm of Kaspersky Lab UK and Craig Heath from Franklin Heath about similar subjects.

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One day, every phone will be smart - and every tablet will be super

Mark Bridge writes:

We’ve previously talked on The Fonecast about ‘superphones’ - a relatively arbitrary description for high-end smartphones. Google described its Nexus One as a superphone when it was launched at the beginning of 2010 - although it’s also what Dr Who’s companion called her upgraded Nokia 3200 in 2005.

Now Strategy Analytics has a definition and a growth forecast.

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Mobile malware: 'criminals are experimenting at the moment'

Mark Bridge writes:

This week’s podcast feature takes a fresh look at security on mobile phones. I’ve been talking to Eddy Willems, Security Evangelist at G Data, about the challenges and solutions facing smartphone users. Both Eddy and his current employer have been active in digital security for a couple of decades, so there’s plenty of experience under their respective belts.

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