You can use the search function to find a range of UK Finance material, from consultation responses to thought leadership to blogs, or to find content on a range of topics from Capital Markets & Wholesale to Payments & Innovation.
United Kingdom
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:
Individual session ticket:
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.
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:
By downloading this document, you understand and agree that any sharing, distribution or republishing of the content, without prior written authorisation from the author or content managers at UK Finance, shall be constituted as a breach of the UK Finance website terms of use.
