Course overview:

The complaint handling rules have been around for many years. Surely if it's not broken, there’s no need to fix it?

In the time these rules have been around, much has changed in the world. Consumers and the FCA’s expectations have both changed.

The challenge with processes (such as the complaints handling rules) is that they can quickly become very familiar and a comfortable space for us to work in. The concern is that unless something happens to shine a light on a previously unknown issue, it’s not always easy for us to spot part of a process that’s gone rogue or is no longer working as it should be.

The rules might not have changed but the Consumer Duty has changed things. And, as part of its messaging, the Financial Conduct Authority (FCA) has made it very clear that it expects to see a positive cultural shift in the way firms behave and treat their customers.

In this session, we begin with a reminder about the FCA’s well-established complaint handling rules for firms and the sometimes-missed intentions that sit (and have always sat) behind them.

We then look at the impact of the Consumer Duty and what this means for the processes that sit in and around our handling of customer complaints.

We use this lens to take a step back and look at our process and our customers’ experiences. From first and last impressions, to what happens in the middle.   

This session uses a combination of facilitator input, knowledge and experience sharing, and talking through practical challenges and situations with peers in a safe, supportive environment.

By the end of the day, delegates will:

  • Be clear about what the FCA’s complaint handling rules already say – and the intention behind them
  • Know how their firm’s current complaints process measures up against those existing rules and Consumer Duty expectations
  • Be able to identify opportunities to improve your customers’ experiences during the complaint handling process
  • What we want and need from our own processes – from insight and actions, to key performance indicators and measures of success


  • What the FCA’s complaint handling rules already say – and the spirit and intent that sits behind them
  • Where and how the Consumer Duty impacts and influences our handling of customer complaints
  • The importance of first impressions in a pre-complaint stage
  • How your customers complain and need to complain – the process of complaining
  • What happens to a customer while you’re looking into their complaint – the process of waiting
  • Honing our communication skills and strategies through the customer journey
  • What we can learn from our processes and what customers want (and need)

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 training will depend on what is required. To learn more about in-house training, contact our training team.

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.
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This session is for people who manage and/or have operational and strategic oversight for complaints handling and customer service functions where customer complaints can happen.   

This includes people at leadership and managerial levels across the following functions:

  • Complaints
  • Quality assurance
  • Compliance
  • Customer service
  • New business
  • After sales care