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21 October 2021
Online Virtual ConferenceOn-Demand Content Now Available
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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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