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Whether you are new to complaints or have worked with them for years, expectations around complaint handling in our industry have never been higher.
While the complaint handling rules have remained largely unchanged over the last two decades, the Consumer Duty has introduced significant shifts. The FCA has made it clear that it expects firms to demonstrate a positive cultural shift in how they behave and treat customers when they complain.
In this session, we begin with a brief refresher on the FCA’s well-established complaint handling rules and the underlying principles that firms often overlook.
We then explore the impact of the Consumer Duty and what it means in practical terms for how:
This session combines facilitator-led insights, shared knowledge and experience, and discussions on practical challenges. Delegates will have the opportunity to explore real-world situations with peers in a safe and supportive environment.
By the end of the day, delegates will know how the Consumer Duty applies to how we handle complaints, and how we can meet the FCA’s expectations; with a focus on:
Whether you are seeking to upskill your team, enhance productivity or foster a culture of continuous learning, we can deliver customised training programmes designed to meet your specific needs. If you have an enquiry, you can complete the in-house form and our training team will be in touch with next steps.
Caroline Wells owner, Caroline Wells Consultancy
Caroline's background has always been in customer service - and over the last 35 + years (with 20 of those at the Financial Ombudsman Service), she ha...
Caroline's background has always been in customer service - and over the last 35 + years (with 20 of those at the Financial Ombudsman Service), she has significant experience in dispute resolution, senior operational leadership, consumer vulnerability and customer experience.
Caroline runs her own consultancy business, working directly with firms and organisations across the private and public sector on all things customer service related. As well as holding a number of appointed and senior advisory roles, she also works in partnership with UK Finance to bring her real-life and current experience to members, from practical training for frontline staff to strategy-focused sessions for those overseeing customer service and complaints functions. This year Caroline was recognised on the 2025 Industry Leaders List; for her contribution to positive industry change and making a measurable difference to dispute resolution in debt recovery and enforcement.
This session has been created for people handling customer complaints.
Complaints handlers and anyone working in customer service who receive and handle complaints from customers.
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