Complaints Handling & the Consumer Duty - Enhancing Your Approach

Introduction

The pace of improvement in complaints handling has accelerated under the Consumer Duty, and the FCA is closely monitoring how firms are adapting. Is your firm keeping up with the new expectations?

Since the implementation of the Consumer Duty, firms are now expected to regularly assess and improve how they identify, manage, and enhance consumer outcomes. This has created a strong push for firms to refine their complaint handling frameworks, ensuring they align with the FCA’s standards. But how can your firm take its complaint handling to the next level?

This live virtual seminar is tailored for firms that have already made strides in this area but are eager to fine-tune their approach. Learn how to enhance your complaint handling policies, processes, and team to deliver even better outcomes for your customers - meeting and exceeding the expectations set by the FCA.

Whether you are a senior manager, head of compliance, Consumer Duty champion, or part of a complaints, risk, or compliance function, this session will equip you with the insights and strategies you need to elevate your firm’s complaint handling practices. Don’t miss out—join us to enhance your expertise and drive better outcomes for your customers!

What You Will Learn

This live and interactive course will cover the following:

• The Consumer Duty framework and complaints
• Where are we now?
• Identifying your key touchpoints
• Vulnerable customer enhancements
• Accessibility of complaints
• Root cause analysis and continuous improvement
• Communication and complaints
• Management information
• Next steps for firms

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.