Overview:

While the FCA’s 2020 business plan, which outlined three KPIs to measure cultural change including upheld complaints levels, consumer redress levels and feedback from consumers, did not fully materialise, it is likely that these long-term measures will be with us at some point in the future. Alongside this, the Financial Ombudsman Service (FOS) outlined its view on how firms should be approaching consumer complaints related to Covid-19 policies, processes and procedures. It has since reported that the FOS has seen a 40 per cent increase in complaint numbers being referred to its service than it had predicted.

This makes for a complex landscape for firms in 2022 and beyond. Many firms are seeing a rise in the number of complaints being issued and this is expected to continue throughout 2022 and thereafter as the long-term impact of Covid-19 persists. The rise in the number of complaints is partly 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 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.

Learning outcomes:

  • Know whether you are on top of DISP and its intentions
  • Understand what is on the complaints landscape in 2022
  • Check your complaints process to see if all the basics are being met
  • Understand the wants and needs of customers today when it comes to how their complaint is handled
  • Identify where there are opportunities to go beyond the basics
  • Pinpoint what you might do that may not be helping

Please contact us by email training@ukfinance.org.uk for further information.

Take this training in-house:

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

Caroline Wells

Caroline Wells

Independent Advisor, CWSL

Caroline is an award-winning Customer Insight professional with over 25 years of experience across different regulated markets. Having held a senior ...

Caroline is an award-winning Customer Insight professional with over 25 years of experience across different regulated markets.

Having held a senior position at the Financial Ombudsman Service, Caroline has a deep-rooted knowledge of customer experience, diversity legislation, stakeholder engagement, complaints handling and consumer vulnerability. In 2018, struck by the number of unnecessary complaints making their way to the ombudsman service and the things that continue to trip firms up, Caroline joined forces with ex-FOS colleague Sarah Lawrence to set up CWSL.

Caroline holds a number of appointed roles, including: Commissioner to Energy UK's Customers in Vulnerable Circumstances Commission, an Advisory Board Member to the Money and Mental Health Policy Institute, Independent Advisor to the Kent Police and Crime Commissioner, Consumer Vulnerability Expert at the Money Advice Trust, and Member of CIVEA's (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) Panel.

In 2020 Caroline won National Centre for Diversity Advisor of the Year.

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Sarah Lawrence

Sarah Lawrence

Consultant

Sarah Lawrence has over 20 years of experience working on the front line in financial services. She has worked within call centres in various organisa...

Sarah Lawrence 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 rating of 94% and above.

Since leaving the Financial Ombudsman Service, Sarah has written and presented the training for CWSL for various organisations including UK Finance and the Finance and Leasing Association. She has also been consulting with a number of organisations, sharing knowledge and helping them adapt their complaints processes. 

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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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