In this third and last session from our three-part series, we will look at the Consumer Duty and what it means for colleagues and the skills they need when handling customer complaints.

The Financial Conduct Authority (FCA) has made it clear that colleagues and teams play an essential role in the ability to meet customers  growing expectations. Leaders and managers need to make sure that they have the right levels of resourcing by working with the right people  in the right roles. It is also vital that they have the levels of knowledge and skills that go beyond the technical and into something a lot more customer-service led.

Having the right people handling customer complaints is a given but it is harder than it sounds to achieve. There are some real challenges that firms are facing right now. First, the role of a complaints handler is not for everyone. Not everyone can do it well. Second, firms are reporting that it’s becoming increasingly difficult to attract and retain the right people into these roles. This combination, along with people (and sometimes firms) not seeing the role as a career, is putting an additional strain on an already stretched resource.

So, if firms are to meet the FCA’s expectations in a Consumer Duty driven world, then they must invest in people and complaint handling functions.

In this session, we will look at the make-up of teams and the regulator’s expectations around customer service and the skills that colleagues need. We will also explore the impact of empathy and normalisation fatigue and what firms can do to ensure that colleagues stay engaged, curious, interested and feel rewarded and valued.

By the end of the session, you will:

  • Be clear about the higher level of expectation the Duty now carries on how complaint handling teams provide their service to customers.
  • Understand the level of skill that complaint handlers are expected to have.
  • Have an insight into how a team is set up, and the resources that impact customer outcomes.
  • Be aware of the causes of empathy and normalisation fatigue and how to prevent it from happening and spreading.


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'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:

  • Member of CIVEA's (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) panel - reviewing complaints about High Court Enforcement Agencies, their agents and providing guidance to the industry on raising customer service standards.
  • Independent Advisor to the Kent Police and Crime Commissioner - reviewing and advising on complaints and professional conduct issues.
  • Senior Subject Matter Expert to the Money Advice Trust - providing cross industry consultancy and training to customers in vulnerable circumstances.
  • Advisory Board Member to the Money and Mental Health Policy Institute - which guides the institute on its focus around money and mental health.
  • Customer Service expert to the Collaboration Network.
Read more

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