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This series is all about how the Consumer Duty relates to complaints handling functions and the way we approach our handling of customer complaints.
In this second session from our three-part series, we look at the Consumer Duty and what it means for the processes that sit in, and around, our handling of customer complaints.
The challenge with processes is that they become very familiar and normal to us, and unless something big happens to shine a spotlight on an issue, it’s not always easy for us to spot a part of a process that’s gone rogue or is no longer working as it should be.
One of the core principles to come out of the Duty is that we know who our customers are and build and provide our processes and services around them and what they need. We use this lens in this session to unpick the process our customers are made to follow to raise their complaint and take a step back to look at their overall customer experience from start to finish.
We also look at whether processes and approaches work for us too; from our key performance indicators and our signs of success to how, who and where we get our feedback and insight from.
Each informal and in-depth session uses a combination of consultant input, knowledge sharing and talking through real-life situations. You’ll have the space to share thoughts and experiences in a safe, supportive environment and the time to talk openly with others about the challenges we can all face in influencing a firm-wide positive culture around complaints.
To do this, we keep the group to a maximum of 12 people. You can book the sessions individually or as a series. The cost is £1200 for members and £1550 for non-members if you book them as a series.
By the end of the session, you will:
Session 2 – Our processes
In this session, we focus on the processes surrounding complaints.
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:
This series is aimed at people who manage and/or have operational and strategic oversight for complaints handling and customer service functions where customer complaints can happen.
This includes:
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