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With the Consumer Duty now finalised, the Financial Conduct Authority (FCA) has made it very clear that it expects to see a positive cultural shift in the way firms behave and treat their customers, and as a result, there’s a lot going on within firms right now around understanding and embedding the expectations coming from the Consumer Duty.
But what does the Consumer Duty mean for how we handle customer complaints? Or, the decisions and outcomes we might be expected to reach?
In this series of three half-day sessions – we focus our complete attention on how the Consumer Duty specifically relates to complaints handling functions and the way we approach our handling of customer complaints across three key areas:
During the series, we look at the strategic and tactical responses we will need to have in place by 31 July 2023 in these areas, to ensure we meet the FCA’s growing expectations in a Consumer Duty world.
In each of the sessions we provide the space for you to share thoughts and experiences in a safe, supportive environment and the time to talk openly with others about the challenges you (and we all) face and how we can overcome them.
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 series, you will know:
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:
Consultant
Sarah has over 20 years of experience working on the front line in financial services. She has worked within call centres in various organisations and...
Sarah has over 20 years of experience working on the front line in financial services. She has worked within call centres in various organisations and has over 17 years’ experience of working at the Financial Ombudsman Service.
During her time at the Ombudsman Service, she worked as an adjudicator, then moving to the outreach team, where she wrote and delivered training to small businesses. She was promoted to manager in this department, but in the last 4.5 years, she was the manager of the Technical Desk, which regularly had business approval ratings of 94% and above.
Since leaving the Financial Ombudsman Service, Sarah has written and presented the training for Quibble for various organisations including UK Finance and the Finance and Leasing Association. She has also been consulting with several organisations, sharing knowledge and helping them adapt their complaints processes.
Outside of Quibble, Sarah is a qualified trauma-informed counsellor, working with men and women struggling with the reality of infertility and living with childlessness.
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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