POL00134525
POL00134525
Application Stage: Agent submits mediation application to Second Sight
POL confirm (by COP Weds to Andy Holt & Suzie
MacGregor)
Second Sight record & send
applications to POL by COP . i sls agent still in place
Monday (including thematic =Have internal investigations been exhausted
spreadsheet)
#Are there any current criminal investigations
Working Group debate & discuss to confirm:
=What cases need further info provided
=What cases are declined
=What cases will be investigated internally
POL confirm to Second Sight (by COP Friday) what response letters need to be sent to applicants: (Comms need to be made aware of this).
=What cases will go to mediation
More Information Required
Second Sight send letter to agent requesting
more info.
Internal Investigation Req!
Case Declined
Second Sight send letter to agent advising they
are not suitable for mediation at this time.
Second Sight send letter to agent
advising POL will carry out internal
investigations (aim to conclude within
8 weeks). _
POL case review manager undertakes a full internal investigation
(see investigation stage: mentioned later — only POL actions are
applicable) & provides outcome to working group with
completed case review doc & supporting evidence.
Working group review & make
decision as to whether case is closed
or suitable for mediation. (Comms
need to be made aware of this).
If suitable for mediation afte
ternal investigations (this is in addition to applicants hi
stance that they're suitable for med below applies:
Second Sight send letter to agent advising
acceptance into mediation: instructing to
return funding request within a week to POL.
Agent submits funding
request to POL.
POL request finance
purchase order.
, I POL send acknowledgement letter to
I agent: confirming funding purchase
~ I order number & advising case needs to
be submitted within 4 weeks.
Second sight share complete
case with POL. (Comms
need to be made aware of
this).
Agent submits complete
case to Second Sight.
If Case is closed after full investigation
Day 39
POL send letter to agent advising outcome of internal
investigation & any actions required.
Day 39
Day POL liaise with the necessary internal contacts to
ensure any applicable internal actions are carried out.
Second Sight send letter to agent confirming outcome
of POL investigations.
Internal Investigation Stage
POL00134525
POL00134525
Day 14-61
POL & Second Sight investigate independently gathering/sharing info.
=POL access relevant systems to gather information & gather required information from key contacts (embedded doc refers)
=Second Sight request specific information from POL (at the same time as POL gathers info)
=POL & Second Sight independently review evidence collated to hi-light if any additional research is required
=Second Sight liaise with agent for further clarification & further evidence (if required by Second Sight or POL)
=POL & Second Sight clarify if there are any further actions required.
POL & Second Sight write
up case review & obtain
input from Legal.
POL process
nvoice & arrange
repayment of
advisor cost.
Agent submits
advisor payment
invoice to POL.
Day 42 - 69
Second Sight send letter to
agent confirming outcome ot
case review & next steps e.g.)
mediation meeting to be
arranged or meeting to be
arranged with a POL
orking Group debate &
discuss recommendations to
‘onfirm if they agree with
‘ase review
‘ecommendation. (Comms
eed to be made aware of
his.)
POL & Second Sight present
‘o Working Group
ecommending:
Mediation Meeting be
arranged
Meeting with POL & SPMR
be arranged to resolve
~@-
If required POL send
letter to agent requesting
invoice to be submitted
for advisor payment.
POL00134525
POL00134525
Investigation Touch Points
Project Manager Legal Dispute Resolution
Current/Previous Agent Debt
J
Va Cash/Stock Management
__—» Connectivity & Hardware
FSC: product specific
Access to Emails <—_
—
Case Review
Manager/Advisor
SL go live dates
~ ~ NBSC
Intervention requests HSD
\ Credence
Audit reports/ ARQ ATM/Engineer
scheduling requests Logs
POL00134525
POL00134525
Mediation Stage (If meeting with SPMR arranged to resolve internally):
Day 77 - 81
POL appointee to liaise POL to send letter to agent advising of meeting venue, time, Agent to return slip POL appointee to liaise with
with agent to discuss etc. (require guidance on what to expect during meeting, I confirming they will be in the case review manager to
potential meeting __’I who can be present with them, etc. & how to claim back aN attendance (& if fully familiarise themselves
venues & suitable I any relevant costs to them & return slip as confirmation of ~ I accompanied, confirm “ with case & request further
dates acceptance) who) evidence if applicable
Agent to advise POL if POL appointee to WG to agree POL appointee to recommend (. POL appointee to meet
they accept outcome or discuss WG outcome resolution or ____ I resolution or to close the case I agent & discuss case,
wish to enter mediation with agent close the case to WG???? PPP? i resolution, etc.
~ POL send letter confirming POL liaise with the necessary Second Sight send letter to
yee iawn details of resolution & next u internal contacts to ensure » \, I agent confirming outcome of
fp 1) steps (Comms need to be "I resolution actions are carried I POL meeting & agreed
I made aware of this) out : resolution
POL send letter confirming
rejected resolution/closed
case & next steps (Comms
need to be made aware of
Second Sight send letter to
agent confirming rejected
resolution/closed case & next
steps
this)
POL00134525
POL00134525
Mediation Stage : If mediation meeting is to go ahead (this can also include where agent
already had meeting with POL appointee, but resolution has been rejected or POL close
the case)
I Second Sight send letter to agent advising
acceptance into mediation & instruction to
return funding request within a week to POL
POL passes case to CEDR
POL request
finance
I purchase order
N I Agent submits
funding request to
POL.
Day 70 - 80
CEDR appoints POL representative / Agent
engages with professional advisor
Day 72 - 87
CEDR confirms in writing to POL rep, agent &
mediator details of mediation meeting
= POL & agent review case & liaise with
case review manager to totally
understand case (Agent to liaise with
professional advisor if opted for)
= CEDR liaise with POL rep & agent to
appoint a mediator & agree timetable
POL send acknowledgement letter to agent: confirming
funding purchase order number & advise someone will
be in touch to discuss suitable meeting venues & dates.
Day 71-81
CEDR shares complete case review with POL
representative & agent
=POL rep requires guidance on possible outcome
decisions (compensation policy)
=Agent requires guidance on what to expect next, what
to expect during meeting, who can be present with them,
etc. & how to claim back any relevant costs
All parties to confirm meeting acceptance
Day 74-89
All parties attend mediation meeting
Day 84-99
Day 85 - 100
If required POL send letter to agent requesting invoice to
be submitted for advisor payment
Day 91-115
POL process invoice & arrange repayment of
advisor cost
Day 86 - 110
Agent submits advisor payment invoice to POL
POL00134525
POL00134525
Outcome
Day 87 - 102 Day 98 - 105
Mediator advises all parties of = CEDR confirms in writing to all POL to finalise case review
the outcome (is this done on the I parties mediation outcome & \ I summary & file accordingly
day of meeting? ???) (Comms AL agreed actions I (retention period???? & where
need to be made aware of this) ~ I ® CEDR liaise with necessary I to be stored???
internal contacts to ensure
mediation actions are carried
out
Review of Process
POL00134525
POL00134525
Day 87 - 102
CEDR/ POL Appointee
with POL rep, agent &
mediator for feedback &
improvement ideas
CEDR/ POL
Appointee???? to
cascade any
improvements to process
owner (Angela?)
Process owner to update
process & communicate
changes to necessary
POL contacts
Day 112 - 132
Process owner to advise
other POL process/policy
holders where
improvement is required
1. Second Sight record & send applications to POL by COP Monday
(including thematic spreadsheet)
2, POLonfiem (by COP Weds to Andy Holt & Susie MacGregor)
‘+ Isagent stil in place
‘+ Mave internal investigations been exhausted
+ Are there any curent criminal investigations
3, Working Group debate & discuss to confirm:
‘+ What cases need further info provided
What cases are declined
+ What cases willbe investigated intemally
+ What cases will goto mediation
3, POL confirm to Second Sight (by COP Friday) what response letters
need to be sent to applicants: Comms need to be made aware of this.
‘More info
‘Second Sight send letter to agent requesting moce info
Case Declined:
Second Sight send letter to agent advising they are not suitable for mediation at
thistime,
{Internat investigation Required
4, tfintemal investigation required Sight send letter to agent advising POL
will carryout internal investigations (aim to conclude within 8 weeks}
5. POL case review manager undertakes a full internal investigation (see
investigation stage: mentioned later ~only POL actions are applicable)
2 provides outcome to working group with completed case review doc
& supporting evidence
Application Stage: Agent submits media
16.
Mediation Process
51-60
Working group review & make decision as to whether case is closed or
Suitable for mediation. (Comms need to be made aware ofthis).
Hf suitable for mediation aftr intemal investigations Second Sight send
letter to agent advising acceptance into mediation: instructing to
retum funding request within a week to POL.
Agent submits funding request to POL.
POL request finance purchase order.
OL send acknowledgement letter to agent: confirming funding
purchase order number & advising case needs to be submitted within &
weeks
Agent submits complete case to Second Sight.
Second sight share complete case with POL. (Comms need to be made
aware ofthis)
HY casei closed after full investigation POL send letter to agent achising
‘outcome of intemal investigation & any actions required.
Day POL liaise with the necessary intemal contacts to ensure any
applicable internal actions are caried out.
Second Sight send teter to agent confirming outcome of POL
investigations,
24. POLappointee to liaise with agent to
‘venues & suitable dates
25. POLto send letter to agent acvsing of meeting venue, time, et
(require guidance on what to expect during meeting, who can be
present with them, etc. & how to claim back any relevant costs to
them & retum sip as confirmation of acceptance)
26. Agent to return sip confirming they will be in attendance (8
accompanied, confirm who)
uss potential meeting,
27. POLappointee to liaise withthe case review manager to fully
familiarise themselves with case & request further evidence if
applicable
28 POLappointee to meet agent & discuss case, resolution, et.
29. POLappointee to recommend resolution oto close the case to
wa2??22222
30, WG to agree resolution or close the case
a
2
2,
34
as,
36,
a7
Mediation Stage (If meeting with SPMR arranged to resolve internally)
POL appointee to discuss WG outcome with agent
‘Agent to advise POL if they accept outcome or wish to enter
‘mediation
If agent accepts suggested resolution POL send letter confirming
Getails of resolution & nest steps (Comms need to be made aware of
this)
Ot liaise withthe necessary intemal contacts to ensure resolution
actions are carted out
Second Sight send letter to agent confirming outcome of POL
meeting & agreed resolution
If agent rejects resolution or POL cose the case POL send letter
confieming rejected resolution closed case & next steps (Comms
reed tobe made awae ofthis)
Second Sight send letter to agent confirming rejected
resolution/closed case & next steps
61-70
7.
18
Fe
20,
21
2,
23.
71-80 101-110
POL & Second Sight investigate independent gathering/sharng info.
= POL access relevant systems to gather information & gather required information from key contacts {embedded doc refers)
second Sight request specifi information from POL (atthe same time as POL gathers info}
+ POL & Second Sight independently review evidence collated to hitght Hf any addtional research is required
+ second Sight liaise with agent for further clarification & further evidence {if required by Second Sight or POL)
POL & Second sight clarify if there are any further actions required.
OL & Second sigh writeup case review & cat nt fom Leg
OL & Second sight present to Working Group recommending:
+ Mediation Meeting be arranged
+ Meeting with POL & SPMR be arranged to resolve intermally2?22?
‘Working Group debate & discuss recommendations to confirm if they agree with case review recommendation. (Comms need to be made aware of this.)
Second sight send letter to agent confirming outcome of case review & next steps eg. mediation meeting tobe arranged or meeting to be arranged with a
POL representative????? I required POL send letter to agent requesting invoice to be submitted for advisor payment.
‘Agent submits advsor payment invoice to POL
POL process invoice & arrange repayment of advisor cost
POL00134525
POL00134525
111-120 121-130 131-140
2 Internal investigation Stage
Second sight send letter to agent advising acceptance into mediation 45.
& instruction to return funding request within a week to POL
‘Agent submits funding request to POL.
POL request finance purehase order .
POL send acknowledgement letter to agent: confirming funding
purchase order number & advise someone will be in touch todiscuss 46.
Suitable meeting venues & dates.
OL passes case to CEDR 47.
‘CEDR appoints POL representative / Agent engages with professional 48,
advisor 49,
‘CEDR shares complete case resiew with POL representative & agent so
+ POL rep requires guidance on possible outcome ot
decisions (compensation policy)
+ Agent requires guidance on what to expect next,
what to expect during meeting, who can be present
with them, ete. & how to claim back any relevant
costs
POL & agent review case & liaise with case review manager to totally
‘understand case (Agent to liaise with protessional advisor Hf opted,
for)
CCEDR tale with POL rep & agent to appoint a mediator & agree
timetable
CCEDR confirms in writing to POL rep, agent & mediator details of
‘mediation meeting
All parties to confirm meeting acceptance
All parties attend mediation meeting,
‘f required POL send letter to agent requesting invoice to be
submitted for advisor payment
‘Agent submits advisor payment invoice to POL
POL process invoice & arrange repayment of advisor cost
Outcome
‘Mediator advises all parties of the outcome (is this done on the day 55.
‘of meeting? 22?) (Comms need to be made aware of this)
‘CEDR confirms in writing to all parties mediation 56.
‘outcome & agreed actions
© CEDR liaise with necessary internal 87.
contacts to ensure mediation actions are
carried out 58,
POL to finalise case review summary & file accordingly
(retention period???? & where to be stored???
Review of Process
CEDR/ POL Appointee 7777? to discuss process wth POLTep, agent &
‘mediator or feedback & improvement ideas
CEDR/ POL Appointee???? to cascade any improvements.
to process owner (Angela?)
Process owner to update process & communicate
changes to necessary POL contacts
Process owner to advise other POL process/policy holders
where improvement is required