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Maximising customer outcomes through innovation in the complaints landscape

Recorded: 11/11/2020

Duration: 1 hour, 28 minutes

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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, considers 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 considers 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.

Event speakers:

Why watch?

  • Gain insight from industry and regulatory experts on key issues around complaints operations and best practices
  • Learn about the increasing expectations on firms and the impacts of the Covid-19 pandemic on regulation in the complaints sphere
  • Understand the ways in which complaints procedures can account for and meet the needs of vulnerable customers
  • Take advantage of 1.5 CPD hours by watching this CII accredited webinar

What will delegates learn?

By watching this webinar, delegates will be able to… 

  • Understand the regulatory expectations around complaints and the steps that firms can take to ensure more effective complaints operations
  • Explain how firms can continue to improve consumer outcomes post-Covid-19
  • Describe what good Root Cause Analysis (RCA) frameworks look like



£25.00 + VAT per person

Register for this Event