Home Who we are Business challenges What we do News and views Contact us Capita Life and Pensions What we do End-to-end administration Risk management frameworks and compliance Risk management frameworks and compliance Organisations today are not only facing increasing levels of regulatory and legislative change and oversight, but are also dealing with challenging economic conditions. At the same time, customers have increasing expectations of service and trustworthiness from the companies they deal with, and are prepared to take action when their expectations are not met. At Capita, we can deploy our proven governance structure to ensure that we handle risk management frameworks and compliance appropriately on your behalf, with a strong focus on consumer protection and the delivery of appropriate outcomes for your customers. We recognise that when it comes to implementing and embedding solutions into your organisation, there is no one-size-fits-all approach. Our frameworks are fully integrated, and support and complement each other. Contact a consultant Our approach Meeting regulatory and governance responsibilities Where we manage your services, we can embed our award-winning OCFs, so that you can be confident we are operating a controlled business on your behalf and meeting regulatory and other governance responsibilities. Treating Customers Fairly (TCF) We believe that customers are at the heart of every organisation, and our approach ensures that all business processes are customer-focused. Managing breaches (incidents), including data protection We promote compliance with regulatory and legislative requirements. Handling complaints fairly We are committed to ensuring that complaints are handled fairly, and we focus on correction and prevention. Quality control We make sure that quality controls are appropriate for the complexity and risk profile of your business, resulting in reduced costs and improved customer experience. Process and procedure We ensure that all your documentation is robust, is set out in a consistent and easily understood format, and is reviewed regularly. Root cause analysis We promote effective identification of true root causes so that underlying problems can be addressed and customer experience improved. Training and competence We ensure that every employee has the knowledge and skills to perform their role to the necessary standard. What to expect Our risk management frameworks and compliance solution can offer a proven way of embedding compliance and risk management structures whilst encouraging innovation and delivering tangible service improvements. Operational control frameworks (OCFs) Frameworks and controls Our operational control frameworks (OCFs) have a set of embedded frameworks which guarantee that your organisation's business is being well controlled and well managed, and that requirements laid down by the regulator are being met. The frameworks provide a platform that helps to assess and improve performance in many areas, often resulting in resource and cost savings and providing a basis for implementing innovative ideas. A firm's customers can benefit directly from embedded controls, because they provide a structure for collating and reviewing errors, understanding the root cause of errors and implementing corrective actions to prevent recurrence. This reduces complaints and improves processes, procedures and the overall delivery of customer service. We have developed our OCFs so that they are relevant and applicable across a wide scope of operations. The frameworks are a robust and integrated approach to operating a controlled business and provide underlying principles for how things are done on the ground. We know that there is no one-size-fits-all approach to implementation; one of the greatest benefits of our frameworks is that they are flexible enough to apply across a range of different clients who may have multiple locations, both onshore and offshore, and who may have inherited complex and varied business models and controls. The strength of our partnership with Capita, the collaborative working relationship and our common, customer-centric approach have been pivotal in enabling us to prepare effectively for implementation of these significant changes to retirement options affecting customers’ lives. Other related services Financial and regulatory reporting Fund administration, treasury and banking Operational excellence General policy administration Customer contact management Featured downloads Digital protection (211KB, pdf) Zurich case study (1MB, pdf) Connecting with you Get in touch if you have a question or would like to explore how our solutions could help your organisation. Get in touch Awards and accreditations   Accessibility Regulatory Information Cookies & Privacy Sitemap Terms & Conditions Legal Capita SIP Services UK Modern Slavery Act Gender Pay Gap Reporting Capita Life & Pensions is a trading name of Capita Life & Pensions Services Limited and Capita Life & Pensions Regulated Services Limited. Part of Capita plc. www.capita.com. Capita Life & Pensions Services Limited and Capita Life & Pensions Regulated Services Limited are registered in England & Wales No: 4359665 and 2424853 respectively. Registered Office: 65 Gresham Street, London, EC2V 7NQ. 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