Handling Complaints and The Consumer Duty

Workshop overview:

Whether you are new to complaints or have worked with them for years, expectations around complaint handling in our industry have never been higher.

While the complaint handling rules have remained largely unchanged over the last two decades, the Consumer Duty has introduced significant shifts. The FCA has made it clear that it expects firms to demonstrate a positive cultural shift in how they behave and treat customers when they complain.

In this session, we begin with a brief refresher on the FCA’s well-established complaint handling rules and the underlying principles that firms often overlook.

We then explore the impact of the Consumer Duty and what it means in practical terms for how:

we communicate with customers
we handle customer complaints
we determine the right outcome

This session combines facilitator-led insights, shared knowledge and experience, and discussions on practical challenges. Delegates will have the opportunity to explore real-world situations with peers in a safe and supportive environment.

Learning outcomes:

By the end of the day, delegates will know how the Consumer Duty applies to how we handle complaints, and how we can meet the FCA’s expectations; with a focus on:

How we communicate with customers throughout the complaints process
the process we follow
how we resolve and decide complaints

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.

IN-HOUSE TRAINING

Area of expertise:

Commercial finance Prudential risk, reporting and tax

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.

This session has been created for people handling customer complaints.

Complaints handlers and anyone working in customer service who receive and handle complaints from customers.