Consumer Duty and Complaints - Strategy and Culture

This practical session focuses on the impact of the Duty on customer complaints, specifically in regard to finance and leasing. 

It will examine the FCA’s expectations and explore what firms can do to meet them – from the way customer complaints are raised and how they are processed, to the quality of communications and the skills complaints handlers will need. 

 If you manage or oversee customer complaints or frontline customer contacts in a FCA regulated firm, this half-day session will help you to: 

• Understand how the FCA’s Consumer Duty specifically relates to firms’ complaints handling functions.
• Know what the increased level of FCA expectation means for:
• Your complaints handling processes
• Your communications
• The people who approach and handle complaints
• Your complaints data and insight
• Examine what is meant by ‘good customer outcomes’.
• Identify the triggers that can lead to poor customer outcomes.  

Who will benefit? 

The course will be valuable to those handling or overseeing complaints as well as frontline and ‘business as usual’ customer queries and journeys, including Complaints, Customer Services, Customer Experience, Operations, Compliance, Legal and Quality Assurance professionals in FCA regulated firms.