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Complaints Handling: Final response letters that get the right results
Overview
This highly practical and down to earth full-day workshop – designed for people handling complaints by people who’ve handled complaints – will look at the value of a great Final Response Letter. Often overlooked, a Final Response Letter is a significant event between you and your customer and can leave a lasting impression and even make or break your relationship.
In this workshop we look at what to do before even sitting down to write, getting the balance of evidence right, what you should and shouldn’t say, and how to say what you want to say in a way that works for you and your customer.
By the end of the day you will:
- Have a deeper understanding of what needs to be done before sitting down to compose a Final Response Letter - and why it’s worth the effort.
- Know what a great Final Response Letter looks and feels like – and how to write one.
- Know what to do to maximise the chance of resolving the complaint. Well.
- Learn when to negotiate and when not to.
- Find out how to best respond to repeat complainers.
Event details
Venue
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UK Finance, 5th Floor, 1 Angel Court, London, EC2R 7HJ
Date and time
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17 October 2019 09:30 - 16:00
Full and associate member rate
£650 (+VAT)
Non-member rate
£800 (+VAT)
- Why you need the final response letter (FRL) to work for you and the customer
- What the point of the FRL is.
- What DISP says (and really means) when it comes to FRLs
- What to do before even sitting down to write
- How to maximise the potential of resolving a complaint
- What needs to go into an FRL
- What to do if there is a lack of evidence
- Balancing the evidence
- Making a good FRL, great
- Negotiating with the consumer vs referral to the ombudsman
- Avoiding changes in outcome
- Top tips for dealing with repeat complainers
The course will be of value to everyone involved in customer complaints in FCA regulated organisations – from those overseeing or having senior management responsibility for complaints, customer experience and customer service, to those handling frontline customer enquiries.
Caroline Wells
Caroline Wells is an award-winning Customer Insight professional with over 25 years of transformational leadership in financial services. Caroline has a deep-rooted knowledge of customer experience, consumer vulnerability, diversity legislation, outreach and complaints handling.
Since leaving a senior position at the Financial Ombudsman Service in 2017, Caroline now advises businesses in and outside of financial services. She also works with The Money Advice Trust, is an independent advisor to several organisations, and is a Commissioner on Energy UK’s Commission for Customers in Vulnerable Circumstances. Caroline is also a member of several professional bodies including, ICS and CIPR.
Sarah Lawrence has worked in financial services for nearly 20 years, with over 16 years’ experience gained at the Financial Ombudsman Service. During that time, Sarah worked as an adjudicator - investigating and mediating complaints in various product areas, working closely with ombudsmen on some of the most complex cases.
Sarah’s represented the ombudsman service at many training events for businesses about how the ombudsman service works, and looks at complaints, which has given her a strong understanding of the issues businesses face around complaints. Sarah also worked in and then subsequently led the ombudsman’s Technical Advice Desk – providing over-the-phone guidance to businesses to help them resolve complaints at an earlier stage.
