In a continually changing profession, QuestGates has the procedures, systems, flexibility and most importantly the staff to ensure that our service delivery, whether it is technical or process related, meets and exceeds our clients' expectations.

Against this background, the FSA Regulation of General Insurance commenced in January 2005, to include the 'claims handling' activity. Whilst loss adjusters are not directly regulated, QuestGates is committed to satisfying the regulations in protection of our Principals' interests.

QuestGates has developed and implemented a robust set of rules, governing processes and controls, designed to satisfy compliance requirements.

These include:

• Stringent service standards
• Customer information packs
• Training and competency programme
• Documented processes
• Complaints protocol
• Internal audit programme
• Suppliers management
• Business continuity planning
• Surge planning

The recently published CILA/ABI protocol standardises the terms of reference for loss adjusters in respect of FSA regulation, and we ensure that our rules are regularly reviewed to ensure continuing compliance.