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23nd Annual Complaints Management Forum
June 2025
June 2025|London

Complaints Management Forum 2024

Enabling heads of complaints, compliance & customer service to enhance the customer journey.

Setting a benchmark for banks, funds and insurers to provide fair outcomes, support vulnerable customers and evidence the customer journey

Thank you to all who attended in 2024

To receive updates about the 2025 conference, please download the 2024 agenda here.

How your peers are meeting Consumer Duty requirements

Evidencing the customer journey

Hear from fellow complaints leads on how they are meeting the Consumer Duty requirements around evidencing the customer journey.

Demonstrate the customer's understanding and how you have delivered fair outcomes.

Best in class support for vulnerable customers

Create a framework that identifies and supports the different forms of vulnerability from the front line back.

Handle the increasing amount of vulnerable customer interactions in the current market conditions.

Embed Consumer Duty to provide fair outcomes

Upskill and equip your contact centre staff so it is at the forefront of their mind to proactively deliver compliant outcomes.

Provide fair, clear and not misleading communication act on feedback to deliver excellent customer service.

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"