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Informa

22 September 2020
Online Virtual Conference,
BST/UTC+1 Time Zone

19th Annual Complaints Management Forum

The Largest and Most Inclusive Financial Services Complaints Management Event on the Market

Navigate and improve the complaints handling process, implement industry-leading strategies into your team, and stay ahead of regulatory change.
COVID-19 UPDATE

For the first time, 19th Annual Complaints Management Forum will be a fully online conference (not a webinar), including live-streamed panel discussions, Q&A, interactive sessions, and 1:1 networking.

What will you gain?


BENEFIT FROM EXPERT INSIGHT ACROSS ALL FINANCIAL SERVICES
BENEFIT FROM EXPERT INSIGHT ACROSS ALL FINANCIAL SERVICES

60+ national and boutique firms 

  • National and local banks
  • Insurance companies 
  • Law & advisory firms 
  • Investment management firms
  • Claims management companies
  • Credit consumer firms 
  • Regulatory bodies 
IMPROVE COMPLAINTS HANDLING FROM FRONT-LINE TO RESOLUTION
IMPROVE COMPLAINTS HANDLING FROM FRONT-LINE TO RESOLUTION
  • Reasons to uphold complaints 
  • Distress & inconvenience payments 
  • Measuring compensation 
  • Empowering front-line staff 
  • Final responses
  • Identifying & handling vulnerable customers 
STAY AHEAD OF KEY DEVELOPMENTS IN POLICY & INNOVATION
STAY AHEAD OF KEY DEVELOPMENTS IN POLICY & INNOVATION
  • Regulatory complaints outlook for 2020
  • How to incorporate data into the customer journey
  • Harnessing technology in root cause analysis
  • Using technology to predict an outcome
  • Changing nature of customer expectations & outlets
  • What is next in complaints? 

Gold Sponsor

Knowledge Partner

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