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19th Complaints Management Forum
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19th Complaints Management Forum
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08:30 - 09:0030 mins
Registration & Networking
09:00 - 09:1010 mins
Chairperson’s Opening Remarks
- Martin Canwell - Solutions Consultant, Aptean
09:10 - 09:3525 mins
Addressing Customer Vulnerability and Managing Responsibilities
- Karen Smart - Conduct and Compliance Advisor, Sainsbury's Bank
09:35 - 10:1035 mins
Improving Approaches to Identifying and Handling Vulnerable Customers
- Martin Canwell - Solutions Consultant, Aptean
- Janis Hambling - Head of Customer Solutions, Yorkshire Building Society
- Scott Lee Holloway - Voice of the Customer Manager, APS Bank
- Karen Smart - Conduct and Compliance Advisor, Sainsbury's Bank
- Caroline Wells - Consumer Vulnerability Expert, Money Advice Trust
10:10 - 10:4535 mins
Managing Repeat Complaints
- Tina Jones - Head of Complaints, Nationwide
10:45 - 11:0520 mins
Morning Networking Break
11:05 - 11:4035 mins
Complaints Handling During COVID-19
- Tony Doyle - Sales & Marketing Manager, Insight 2 Value
- Elaine Banks - Head of Compliance, KGM Underwriting Services
- Martin Canwell - Solutions Consultant, Aptean
- Caroline Wells - Consumer Vulnerability Expert, Money Advice Trust
11:40 - 12:1030 mins
Uses of Technology in Complaints Handling
- Andrew Edler - Managing Director, Equiniti Charter
12:10 - 13:1060 mins
Lunch & Networking
13:10 - 13:5040 mins
The Changing Nature of Customer Expectations and Perceptions of the Complaints Journey
- Matthew Drage - Director, Huntswood
- Kate Woollard - Head of Communications, Huntswood
13:50 - 14:3040 mins
Comparing Complaints Cultures across Industries: a European vs UK Bank Perspective
- Scott Lee Holloway - Voice of the Customer Manager, APS Bank
14:30 - 15:0030 mins
"There's Gold in Them Darn Hills!"
- Greg Roche - Director, TLF Research
15:00 - 15:1010 mins
Chairperson's Summation and Close of Formal Presentations
15:10 - 16:1060 mins
Topic Roundtable Discussions in the Networking Area
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