Did the franchisee analyse the clients’ financial position according to accepted organisational and industry requirements?

Assessment information

You work as a trainee Complaints Officer with XYZ Financial Services Pty Ltd (XYZ).
As part of your training your supervisor has asked you to review a complaint and the subsequent
actions arising from it.complete each of the following steps:

1. How could the franchisee and the lender have used effective communication skills to build rapport with clients Mr & Mrs Jones during the complaints process?

2. Did the franchisee analyse the clients’ financial position according to accepted organisational and industry requirements? Explain your answer.

3. How could the lender change its company policy, with regards to disclosure, so that clients can
rely on informed decisions?