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The world of complaints has come a long way since the FCA announced in its 2020 business plan that it wanted to change the way we measure cultural change, using complaints as three key KPIs. Consumer Duty has finally landed, and with vulnerability guidance and clear signals from the FCA, that the expectations on firms are considerably bigger. There will be no place to hide if that cultural change doesn’t materialise and the measures don’t stack up.
Included in this picture are the expectations of the Financial Ombudsman Service, which has also seen its own considerable changes happen and an upturn in complaint numbers and upheld complaints. Coincidentally, two of the three KPIs that were mentioned in the FCA’s business plan back in 2020.
This makes for an increasingly complex landscape for firms in 2022 and beyond. It also forms the back drop for the expectations of consumers, and the increasing occurrence and complexity of vulnerability with the UK’s stability implicated in the increasing numbers and diversity of those complaining. All this leads to a rise in complaints due to the increasing social, economic and environmental pressures individuals are now (not by choice) living with on a day-to-day basis. Consumers are now reacting more negatively when things go wrong or when they perceive issues to be wrong or unfair. Moreover, with blanket financial support packages having concluded for many, these individuals are feeling pushed into a situation they did not ask for and do not want to be in.
As a result, firms need to consider (and reconsider) how they are handling complaints from today’s customer. Following this workshop, delegates will have a better understanding of the expectations of Consumer Duty, whether they are on top of DISP, and its intentions, what is appearing on the complaints landscape in 2022, the process to see if all the basics are being met, and the wants and needs of customers today when it comes to how their complaint is being handled.
Please contact us by email training@ukfinance.org.uk for further information.
If you have five or more delegates who wish to attend these course, it may be more cost effective to run it in-company. To find out more about in-company training, please contact the team on 020 3934 1197 or training@ukfinance.org.uk
In response to the challenges firms are now facing, we have created this live online learning session, focusing on:
• The basics – a quick refresher on the key parts of DISP • Customer expectations – What do customers want and need now and moving forward? • The complaints landscape in 2022 • Making the right first impression with your complaints process • Going beyond the basics throughout the process – the little things you can do that can make a big difference • Spotting the things in your process that might be getting in the way of effective complaints handling • Supporting your staff the right way and working remotely
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:
Consultant
Sarah has over 20 years of experience working on the front line in financial services. She has worked within call centres in various organisations and...
Sarah has over 20 years of experience working on the front line in financial services. She has worked within call centres in various organisations and has over 17 years’ experience of working at the Financial Ombudsman Service.
During her time at the Ombudsman Service, she worked as an adjudicator, then moving to the outreach team, where she wrote and delivered training to small businesses. She was promoted to manager in this department, but in the last 4.5 years, she was the manager of the Technical Desk, which regularly had business approval ratings of 94% and above.
Since leaving the Financial Ombudsman Service, Sarah has written and presented the training for Quibble for various organisations including UK Finance and the Finance and Leasing Association. She has also been consulting with several organisations, sharing knowledge and helping them adapt their complaints processes.
Outside of Quibble, Sarah is a qualified trauma-informed counsellor, working with men and women struggling with the reality of infertility and living with childlessness.
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.
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