Compliance & Governance
Compliance & Governance, built into everything we do
Compliance isn’t an add-on at Coplus. It’s part of how we run every product and every claim, so partners get clear evidence of good customer outcomes as standard.
Compliance that runs through every stage
Good governance runs through every stage, from the policy wording a customer reads to the way a complaint is resolved. Because it’s built into how we work, partners using our products and claims services benefit from it automatically: wordings kept under review, fair and consistent complaint handling, and full MI and audit trails to support their own oversight.
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Product wording, always current
Kept accurate and compliant as regulations and products evolve.
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Complaint handling, done properly
A clear, fair process that protects customers and your reputation.
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Full MI and audit trails
Complete reporting and evidence, ready whenever you need it.
How it works
From product wording to reporting
Compliance and governance isn't a one-off task, so our process is built to run continuously alongside your business.
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We review and maintain product wording
Kept current, clear, and compliant as products and regulations evolve.
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We manage complaints as they arise
A structured, fair process from first contact through to resolution.
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We record everything
Full MI and audit trails, capturing decisions, actions, and outcomes accurately.
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We report back to you
Regular, transparent reporting, so you always have clear oversight and evidence to hand.
Why partners choose Coplus
Built around what matters most to your business
Partners get fair, well-managed outcomes for their customers and the evidence they need for their own oversight, without having to ask for it. It is one of the many benefits of choosing Coplus products for your customers.
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Built in, not bolted on
Governance runs through our products, claims and complaint handling as standard. It’s part of how we work, not an extra.
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Evidence when you need it
Clear MI and audit trails support partners’ own oversight and Consumer Duty reporting.
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Customer outcomes first
Fair, consistent decisions on claims and complaints protect customers and the partners who serve them.
Frequently asked questions
Compliance & Governance FAQs
Is compliance and governance a separate service?
No. It isn’t something we sell. It’s built into how we design, run and support every product and service, so partners benefit from it as standard when they work with us.
How are complaints handled?
We handle complaints about the parts of the service we’re responsible for, such as claims handling and customer service, in line with FCA complaint handling rules (DISP). Where a complaint relates to something another firm is responsible for, such as how a policy was sold or an insurer’s decision, we pass it promptly to the right firm and let the customer know. How responsibility is split is set out in our agreement with each partner. Complaint themes and root causes are reported back to partners through MI, so issues can be put right at source.
What kind of reporting will we receive?
Regular MI packs, fair value assessment results and consumer outcome reports, discussed in joint review meetings.
How does this fit with your FNOL, TPA and Out-of-Hours services?
It runs across all three. The same governance framework, QA audits and MI apply to FNOL, TPA and Out-of-Hours, so compliance is checked continuously throughout the claims journey.
What information will we receive to support our own oversight?
Regular MI covering sales, claims, complaints and customer outcomes, along with fair value assessment results, discussed in regular review meetings. This gives you the evidence you need for your own product governance and Consumer Duty responsibilities.
Does working with Coplus mean we no longer have regulatory responsibilities?
No. Partners keep their own regulatory responsibilities as distributors. Our role is to make sure the products and services we provide meet the required standards, and to give you the information you need to carry out your own oversight.
Get in touch
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Talk directly with the team
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