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.

But what does that mean for the way we approach and think about customer complaints? Or, the decisions and outcomes we might be expected to reach? 

Over a series of three half-day sessions – we focus our complete attention on how the Duty specifically relates to complaints handling functions and the way we approach our handling of customer complaints. 

In this first session  of the three-part series, we take an in-depth look into the role our culture plays in meeting the demands under the Consumer Duty. From how we talk about complaints and share insight, to our ‘place’ in our firm and the relationships we have with our internal and external stakeholders. 

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. 

By the end of this session, you will:

  • Know what a positive culture around complaints looks and feels like
  • Assess how well you are doing to meet the FCA’s measures of cultural change
  • Confidentially compare your complaints handling culture with your peers
  • Critique how you are engaging and communicating with internal and external stakeholders
  • Build on existing initiatives to engage colleagues
  • Identify your key priorities


Individual session ticket:

  • £450 (+VAT) – Members and Associate Members
  • £575(+VAT) – Non-members


Take this training in-house:

This training is also available as an in-house programme, which means you can tailor it to exactly what you and your colleagues require. Pricing for in-house will depend on what is required. Enquire about this option by contacting our training team.

Area of expertise:
Caroline Wells

Caroline Wells

Independent Advisor, Quibble

Caroline has extensive experience of working with firms as a critical friend at a strategic and senior leadership level, to create policies, standards...

Caroline has extensive experience of working with firms as a critical friend at a strategic and senior leadership level, to create policies, standards and procedures which help to embed support for customers. She’s also developed and delivered training and knowledge strategies for customer vulnerability and complaints handling teams within firms, dispute resolution schemes and government bodies.

Outside of Quibble, Caroline also holds several appointed roles, these include:

•          Senior Subject Matter Expert to the Money Advice Trust on consumer vulnerability.

•          Commissioner to Energy UK’s Customers in Vulnerable Circumstances Commission

•          Advisory Board Member to the Money and Mental Health Policy Institute

•          Independent Advisor to the Kent Police and Crime Commissioner

•          Member of CIVEA’s (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) Panel

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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:

  • Complaints leaders
  • Managers and team
  • Managers; quality assurance
  • Managers; compliance officers; customer service leaders
  • Managers and team managers, and call centre leaders
  • Managers and team managers