Online Programme: Consumer Duty and Complaints - Strategy and Culture

Course Agenda Before the session

Content

Preparation

Delegates will need to know - and have to hand on the day - their complaint handling processes and procedures

Session

Content

Introductions

• Objective of training
• What you’d like to know by the end of the day

The impact of the Consumer Duty

• What the Consumer Duty says
• How it is different to TCF
• How the FCA’s expectations relate specifically to firms involved in finance and leasing and their complaint handling teams

Good customer outcomes - looking in more detail at our customer journey

What it means for

• What we know about our customers
• How our customers complain
• Our complaint handing processes
• What we say and how we say it
• What we do with what we know

Wrap up

Objectives of training

• Did you find out what you wanted to know?
• Time for questions