In this second session from our three-part series, we will look at the Consumer Duty and what it means for the processes that sit in, and around, the handling of customer complaints.

The challenge with processes is that they become very familiar and normal, and unless something big happens to shine a spotlight on an issue, it’s not always easy 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 firms know who their customers are, and they are able to build and provide processes and services around them to meet their needs. We will use this lens in this session to unpick the processes that customers make when raising their complaint, looking at their overall customer experience from start to finish.

We will also look at what processes and approaches work; from key performance indicators and the signs of success to how, who and where to get feedback and insight from.

By the end of the session, you will:

  • Know how your current complaints process measures up against the Duty
  • Identify areas to improve customer experience throughout the complaint journey
  • Explore different ways to know and measure if good outcomes are being reached
  • Have reassurance about where you’re on track and highlight where there may still be more to do


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