Effective Complaints Handling

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The Financial Conduct Authority's complaint rules (DISP) provide a detailed explanation of its expectations for the management of Customer Complaints. Complex and detailed in nature, they need to be navigated with care but should always be central to a firm’s complaints process and culture.

This one day practical event will help you consider a "best practice" approach to complaints management, with consideration given to how a complaints process can improve customer relations and help you manage your regulatory requirements.

By attending this event, delegates will be able to:

  • Update and refresh knowledge of the regulatory requirements in respect of complaints management
  • Consider key areas of the DISP rulebook
  • Discuss what part the FLA plays in complaints handling and what their arbitration service is there to achieve
  • Consider the FCA Principles for Business and how this impacts a firm in respect of its regulatory responsibilities.
  • Consider FOS, what it is and what it is there to achieve
  • Consider FCA expectations of complaints handling and industry best practice, from identifying complaints to final responses
  • Discuss and debate the concept of Root Cause Analysis, what it is, mechanisms for feedback and how this can be used to improve processes and customer experience

 

Event details

Event Date 15 Jun 20
Event Times 9.30 - 16.00
Event Venue Finance & Leasing Association
2nd Floor Imperial House 8 Kean Street
London
WC2B 4AS
Event Price Members £558.00 inc VAT
Non members £750.00 inc VAT
Event Dress code smart/casual
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