Webinar: Complaint handling: meeting regulatory requirements, exceeding customer expectations

Description

Today, most firms have a robust complaint management process in place, but will it be enough for tomorrow? A rise in consumer complaint numbers and a 10-year high in the number of complaints escalated to the Financial Ombudsman Service (FOS) indicate that current complaint handling practices and approaches by many firms are out of touch with customers' and regulators' expectations today – let alone tomorrow.

In this free 60-minute webinar, join Adrian Harvey, CEO at Elephants Don't Forget, Tom Jeffery, Operations Director at Square 4, and Martin Canwell, Account Manager at Aptean, as they explain what leading firms are doing to continually overhaul their complaints operating model to enhance the customer experience and improve business outcomes in line with Consumer Duty. 

Key discussion points include how to: 

• Catch more gaps and weaknesses in your complaints operating model before regulators feel the need to step in.

• Pinpoint where, how, and where your firm can reduce FOS referral rates.

• Achieve both speed and quality in first-point-of-contact resolution. 

• Identify priority areas that demand attention to strengthen your firm's approach to complaint handling.

Speakers: Adrian Harvey - CEO, Elephants Don't Forget; Tom Jeffery - Operations Director, Square 4; Martin Canwell - Account Manager, Aptean.