22nd Annual Complaints Management Forum

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.

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.

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.

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.

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.

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.