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Free Webinar: Complaints Outlook 2021
Overview
Huntswood has continued their Complaints Outlook series, building on the findings of their 2019 report to deliver the Complaints Outlook 2021.
In 2019 they identified that there was hidden commercial value locked within the complaints process. Delivering a complaints experience which made customers feel valued unlocks this value, by driving both long-term loyalty and advocacy.
Taking these learnings, this year’s research explores in detail the practical and emotional journey of customers to identify actionable insights for firms which can help them to transform complaint operations into emotionally engaging experiences which build deeper and more rewarding relationships with customers.
The in-depth research took the views of 2,500 customers, 500 complaint handlers and 54 firms to understand the complaints experience in a holistic way. As well as looking at the complaints landscape and future opportunities, the report focuses on the six key customer needs Huntswood identified as crucial to delivering complaints excellence:
- Make it easy for me
- Let me speak to the right person straight away
- Show me I’m valued
- If it’s your fault, say sorry to me
- Keep me updated
- Don’t let me hear it’s happened again
This free webinar will provide a summary of the key findings from the research and a view of future trends in complaints management. It will inform best practice for regulated firms through detailed insight within and across sectors and industries, informing operating model design through real life customer experiences.
Learning Outcomes
• Understand the importance of delivering an emotionally engaging complaints experience.
• Understand the commercial benefits of delivering complaints excellence.
• Understand the six key customer needs for delivering an emotionally engaging complaints process
• Identify potential actions firms could take to improve their complaint journeys
• Gain an awareness of the challenges and opportunities facing regulated firms’ complaint operations in the coming year
Event details
Venue
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Online Webinar
Date and time
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11 February 2021 11:00 - 12:00
Full and associate member rate
Price: FREE
When our clients need support, the issue almost always involves customer considerations, it is often multi-channel and always requires an approach that is compliant with regulation.
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Our services include resourcing and outsourcing solutions, backed up by an expert advisory capability.
We have a solid reputation for being easy to work with, earned through continuous improvement and consistency in exceeding our clients' expectations throughout all stages of delivery.
Richard Brown
Technical Advisor - Complaints, Huntswood
Richard has over 20 years’ experience in the retail financial services industry across consumer credit, banking, wealth management and insurance. He is Huntswood’s specialist complaints lead, having significant experience in helping firms to optimise their approaches to complaint handling.
During his time at Huntswood, Richard has supported an extensive number of firms with the reviewing and redesigning complaint framework and operating models, working with both senior stakeholders and frontline staff to ensure changes work at all levels. Most recently, Richard has supported a firm drive down overlogging of complaints in their call centre, and another firm by introducing changes that reduced FOS referrals and overturns.
In addition, Richard has supported firms with their training and competence schemes and the design of complaints quality assurance frameworks. He has also supported firms in identifying and reporting on customer risks and fair customer outcomes.
During his time at Huntswood, Richard has supported a number of firms through the FCA’s s.166 process, predominately these firms have been in the consumer credit market, where the review was focused on complaint handling.
Kate Woollard
Head of Communications, Huntswood
Kate currently leads Huntswood’s research into complaints excellence across a range of regulated industries. Prior to her time at Huntswood, as a mortgages product specialist, she led teams of subject matter experts in the delivery of strategic complaints root cause analysis, complex complaint escalations, customer outcomes and vulnerability frameworks. Before this, she worked as a market researcher in the technology industry.
Luke Wootton
Director of Client Relationships, Huntswood
Luke joined Huntswood in 2012 and has since undertaken a variety of roles in support of the conduct and operational needs of our clients across a range of disciplines including sales & servicing, quality assurance, complaints and remediation.
Luke’s experience spans a number of sectors including Consumer Credit as it transitioned to FCA authorisation, in addition to leading Huntswood’s Insurance market activity and client engagement through the operational challenges posed by the pension reforms.
Collegues working in Complaints / Customer Experience / Customer Service / Operations within personal finance.
