Workshop overview:

The Financial Conduct Authority (FCA) has been clear in its expectation of a positive cultural shift in how firms behave and treat their customers. 

But what does this – and the Consumer Duty – mean for how we approach customer complaints? And how does it shape the decisions and outcomes we reach, both for individual complaints and groups of customers? 

In this session, we explore the role of culture in meeting the requirements of the Consumer Duty. We examine how we talk about complaints, how we share insights, and the importance of understanding our place and our voice within our firm. 

We also consider how a positive complaints culture supports the people responsible for identifying and handling customer complaints. We discuss how to ensure we have the right people, with the right knowledge and skills, in the right place at the right time – and how to attract and retain that talent. 

This session combines facilitator insights, peer-to-peer knowledge sharing, and practical discussions in a safe, supportive environment.

Learning outcomes:

By the end of the day, delegates will know: 

  • What a positive complaints culture looks and feels like 

  • How to identify your voice and your place in your firm – and how to engage and influence others 

  • The expectations for colleagues handling complaints and the skills needed to deliver good customer outcomes

Interested in taking any of our workshops in-house?

Whether you are seeking to upskill your team, enhance productivity or foster a culture of continuous learning, we can deliver customised training programmes designed to meet your specific needs. If you have an enquiry, you can complete the in-house form and our training team will be in touch with next steps.

Area of expertise:
Commercial finance

Top Speaker

Caroline Wells

Caroline Wells

Independent Advisor, Quibble

Caroline's background has always been in customer service and experience - and with that she's gained decades of experience in: dispute resolution, co...

Caroline's background has always been in customer service and experience - and with that she's gained decades of experience in: dispute resolution, consumer vulnerability and accessibility. Not a trainer in the traditional sense of the word, Caroline brings her real-life, current, and very practical experience to the group to share and spark conversation.

Today, Caroline works directly with firms and organisations across the private and public sector on all things customer service related. She also holds several appointed roles, these include:

  • Member of CIVEA's (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) panel - reviewing complaints about High Court Enforcement Agencies, their agents and providing guidance to the industry on raising customer service standards.
  • Independent Advisor to the Kent Police and Crime Commissioner - reviewing and advising on complaints and professional conduct issues.
  • Senior Subject Matter Expert to the Money Advice Trust - providing cross industry consultancy and training to customers in vulnerable circumstances.
  • Advisory Board Member to the Money and Mental Health Policy Institute - which guides the institute on its focus around money and mental health.
  • Customer Service expert to the Collaboration Network.
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This session is for people who manage and/or have operational and strategic oversight for complaints handling and customer service functions where customer complaints can happen. 

This includes people at leadership and managerial levels across the following functions: complaints, quality assurance, compliance, customer service, new business, after sales care. 

Complaints – Culture and People

Event details

Venue
Online event
Date and time
02 Oct 2025
09:30 - 13:00
Full and associate member rate
£460.00 (+VAT)
Non-member rate
£590.00 (+VAT)
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