21 October 2021
Millennium KnightsbridgeLondonkeyboard_arrow_right
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20th Complaints Management Forum - GMT (Greenwich Mean Time)
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20th Complaints Management Forum - GMT (Greenwich Mean Time)
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09:00 - 09:3030 mins
Registration & Networking
09:30 - 09:4010 mins
Chairperson’s Opening Remarks
- Zein Al-Bader - Managing Director, Square 4
09:40 - 10:2040 mins
What does the new Consumer Duties regulation mean for Complaints?
- Caroline Wells - Co-Founder & Complaints Specialist, CWSL Consultancy Ltd
10:20 - 11:0040 mins
Getting a holistic view of Regulatory Responsibilities throughout the Customer Journey
- Sue Buckle - Resolution Delivery Manager, Yorkshire Building Society
11:00 - 11:2020 mins
Morning Networking & Coffee Break
11:20 - 12:0040 mins
Conducting a Customer Journey Analysis – Best Practice
- Sharon Nodder - Failure Demand Analysis, Reporting and Reduction Manager, Yorkshire Building Society
- Scott Lee Holloway - Voice of the Customer Manager, APS Bank
- Matthew Drage - Managing Director, Square 4
12:00 - 12:4040 mins
Post-Covid-19 Lessons for Complaints Professionals
- Elaine Banks - Head of Compliance, KGM Underwriting Services
- Jonathan Hyde - Director, DWF
- Matthew Drage - Managing Director, Square 4
12:40 - 13:4060 mins
Lunch & Networking
13:40 - 14:2040 mins
A FOS Overview and a look at how not to end up part of it
- Adam Samuel - Lawyer, Compliance and Dispute Resolution Consultant, Adam Samuel
14:20 - 15:0040 mins
Capturing & Managing Feedback – Practical Considerations
- Scott Lee Holloway - Voice of the Customer Manager, APS Bank
15:00 - 15:1010 mins
Chairperson's Closing Remarks
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