It’s the most ethical job I have ever had: complaint handling and fair decision making in the financial industry

Williams, J., Gill, C. and McBurnie, G. (2021) It’s the most ethical job I have ever had: complaint handling and fair decision making in the financial industry. International Journal of Business Governance and Ethics, (doi: 10.1504/IJBGE.2021.10035729) (Early Online Publication)

[img] Text
214170.pdf - Accepted Version
Restricted to Repository staff only until 17 February 2022.

379kB

Abstract

This exploratory study focuses on complaint handling in the financial industry to explore how complaint handling professionals interpret the requirement to treat customers fairly. Drawing on a small qualitative case study undertaken with a major UK financial institution, it is a novel attempt to integrate the literatures on ethical and fair decision making and apply them to the practice of complaint handling. Our contribution is to highlight: 1) the impact that institutional structures and processes play on the day to day practice of fair decision making; 2) how constructions of fairness vary between complaint handlers with some adopting an explicit ethical and moral focus; 3) the active role group support and dialogue plays in supporting individual complaint handlers fair decision making. Several practical implications arise from this in relation to how organisations can support fair decision making.

Item Type:Articles
Status:Early Online Publication
Refereed:Yes
Glasgow Author(s) Enlighten ID:Gill, Dr Chris
Authors: Williams, J., Gill, C., and McBurnie, G.
Subjects:K Law > K Law (General)
College/School:College of Social Sciences > School of Law
Journal Name:International Journal of Business Governance and Ethics
Publisher:Inderscience
ISSN:1477-9048
ISSN (Online):1741-802X
Published Online:17 February 2021
Copyright Holders:Copyright © 2021 Inderscience
First Published:First published in International Journal of Business Governance and Ethics 2021
Publisher Policy:Reproduced in accordance with the publisher copyright policy

University Staff: Request a correction | Enlighten Editors: Update this record