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Maximising customer outcomes through innovation in the complaints landscape


Where: Webinar - Link will be shared with registered delegates on the morning of the event

Registration: 13:55

Register for this Event

This event will now be delivered as a live webinar. 

Bookings close at 17:00 on Tuesday 10 November.

In recent times, and particularly during the Covid-19 pandemic, appropriate handling of complaints has become more relevant than ever. The FCA has recently published its guidance on handling complaints during the Coronavirus pandemic, and with new and evolving risks to consumers and firms, now seems like the right time to consider the current and future complaints landscape. This webinar, featuring key industry speakers, will consider issues around complaints operations in both the GI and life markets, implementation of good Root Cause Analysis (RCA) frameworks and complaints procedures with regards to vulnerability. Additionally, the event will consider the wider landscape, considering improvements in efficiencies undertaken in recent years and new working practices that have emerged in recent months as a result of Coronavirus, as well as exploring the increasing expectations on firms from regulators, the Financial Ombudsman Service and consumers.


  • Members: £49.00 + VAT

  • Associate Members: £49.00 + VAT

  • Platform Members: £49.00 + VAT

  • Workplace Platform Members: £49.00 + VAT

  • Partner: £49.00 + VAT

  • Non-Members: £99 + VAT 

Register for this Event