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Increasingly, financial services companies? commitment to fair and effective complaints resolution is a measure of its worth and its ability to hold onto customers.
The customer has always been king. But, never have they had more power or influence. Today they are more informed, self-assured and knowledgeable. They judge on social media platforms and share opinions indiscriminately. They have customer champions, who petition for better and fairer service and have been touched by mis-selling scandals - including the infamous payment protection insurance (PPI) pay out. They know their rights.
Meanwhile regulators use complaints data as a measure of how an organisation treats its customers. Increasingly, they focus on protecting vulnerable customers, while tasking financial service providers with more onerous compliance requirements than ever before.
In this webinar, we will look at why handling complaints effectively and efficiently matters, the regulatory perspective today, and also what financial services firms should do to ensure they have future-looking complaints resolution processes.
In this FREE webinar, the learning objectives are:
Speakers:
Structure/agenda:
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