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In recent months both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS) have set out their expectations on how firms should handle complaints.
The FCA has made it clear that it is very much ?business as usual? when it comes to its expectations on firms in relation to handling complaints. While the FOS has laid out its view on how firms should approach consumer complaints related to COVID-19 policies, processes, and procedures.
However, things are not ?business as usual? for firms. In a recent poll over 70% of firms reported seeing a continuing trend of complaint numbers on the rise. And right now, many firms are trying to balance the reality of increasing numbers - alongside their regulatory obligations - all in a different operational working environment.
If that were not enough to contend with firms are also reporting a shift in the type of complaint being made and changes in customer behaviour.
With resource at a premium, it is vital firms know how to engage well with the ombudsman and understand the reasons why consumers escalate their complaints.
In response to the challenges firms are now facing, we?ve created this live online learning session, focusing on:
By the end of this workshop you will:
The Customer Complaints Workshop Series:
This workshop is one episode from within our Customer Complaints Focus series. To view the full series click here.
Pricing:
The series includes three half-day workshops over three days. The workshops are standalone so can be attended independently, but our recommendation is for your organisation to send colleagues to all three - the same staff member does not need to attend each workshop meaning the most appropriate colleague can attend each one. The 'Full Series' price is the most cost effective option.
Full Series Price: Firms can purchase the full series to be taken by the relevant colleagues across the business. Members: £899 / Non-members: £999
Individual workshops: Tickets for individual workshops can be purchased, however the organisation price (above) is cheaper. Each workshop price is Members: £375 / Non-members: £475
Please contact us by email training@ukfinance.org.uk for further information.
This training and its contents and all rights therein are owned by UK Finance (and/or facilitated by UK Finance on behalf of the content owner). Such content is intended to be viewed by the registered participants of this training only. Any unauthorised reproduction or dissemination of the content of this training (or any part of it) by any means, including but not limited to, recording, screenshotting or amending is strictly prohibited.
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.
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