Workshop overview:

Complaint handling rules have been in place for decades. But while the rules remain unchanged, much has evolved – consumer expectations, industry practices, and the FCA’s requirements. Processes can become familiar and comfortable. But that familiarity can make it harder to spot when something isn’t working as it should. Without regular review, parts of a process can drift from their intended purpose, making it challenging to identify issues until they surface. The Consumer Duty has changed how firms should approach this. The FCA expects to see a clear cultural shift in how firms behave and treat their customers. 

In this session, we: 

  • Revisit the FCA’s established complaint handling rules and the intentions behind them 

  • Explore how the Consumer Duty affects our approach to customer complaints 

  • Take a step back to review customer journeys – from first impressions to final outcomes. 

You’ll hear insights from the facilitator, share knowledge and experiences with peers, and explore practical challenges in an open and supportive environment. 

Learning outcomes:

By the end of the day, delegates will: 

  • Be clear about what the FCA’s complaint handling rules already say – and the intention behind them 

  • Know how their firm’s current complaints process measures up against those existing rules and Consumer Duty expectations 

  • Be able to identify opportunities to improve your customers’ experiences during the complaint handling process 

  • What we want and need from our own processes – from insight and actions, to key performance indicators and measures of success

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 – The process and Our Customer Experience

Event details

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