The most recent FCA complaints handling rules came into force in June 2016. Two years on, how has the industry adapted to the changes and how can firms continue to ensure their operating models are setup to deliver both good outcomes and experience for consumers?
This event will revisit some of the key regulatory concepts, including the definition of complaints, materiality and root cause analysis, as well as analyse new trends by exploring the role of technology and social media, and showcase some of the innovative approaches taken by firms, with the ultimate aim of turning complainants into net promoters.
Keynote speakers
- Caroline Wayman, Chief Ombudsman, FOS
- Fiona Nicol, Casework Director, Pensions Ombudsman
- Michael Sicsic, Head of Retail General Insurance, FCA
Speakers
- Matthew Drage, Head of Regulatory Development, Huntswood
- James Walker, CEO & Founder, Resolver Group
- Dr Keith Klintworth, Deputy CEO, Vitality Health
- Luke Wootton, Director, Huntswood
- Hugh Savill, Director of Regulation, ABI
-
Raluca Boroianu-Omura, Assistant Director, Head of Conduct Regulation, ABI
Price:
Member price: £149.00 +VAT
Platform member price: £149.00 +VAT
Associate member price: £149.00 +VAT
Non-member price: £199.00 +VAT