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23nd Annual Complaints Management Forum
June 2024
June 2024

22nd Annual Complaints Management Forum

The biggest financial services complaints and customer journey event

How banks, funds and insurers are implementing Consumer Duty and evidencing outcomes in advance of the 31st July deadline

See Last year's Consumer Duty requirements

How firms met the July 2022 Consumer Duty deadline.

Understand the processes that firms are putting in place to ensure they are meeting the four outcomes of Consumer Duty.

Gauge your policies against your peers and benchmark where the industry is at in advance of the 31st July deadline.

Creating, measuring and evidencing fair customer outcomes

Take away ideas and strategies to ensure your frontline staff are equipped to provide good customer outcomes.

Understand which tools and techniques banks, funds, and insurers are using to measure and evidence outcomes.

Hear directly from the FOS in their keynote address

Once again we will be joined by the Financial Ombudsman Service to outline their recent outcomes and future focus.

Hear directly from the FOS on their future expectations for financial services firms and current casework.

Compare your Customer Service processes against your peers

Meet customer's needs during the cost of living crisis

Explore the new complaints witnessed by other firms as a result of global conflict, inflation, and cost of living increases.

Learn how you can prepare your frontline staff to handle the new complaint types in line with Consumer Duty.

The MI that Boards need to provide assurance

Hear directly from Board members on the Management Information they are seeking to provide oversight and assurance.

Compare your existing data gathering, qualitative and quantitative information, and how you can further tailor these.

Case study: Supporting vulnerable customers in line with Consumer Duty

Hear from Animal Friends Insurance as to how they are enhancing the customer journey for vulnerable customers.

Exploring how they are identifying vulnerable customers and tailoring their experience in line with Consumer Duty. 

Sue Buckle


"Excellent day with very relevant topics"