12 Dec 2023, 10:00 am - 11:00 am | UK & Europe
There’s been a growing focus on complaints handling in financial services over the last few years. And the implementation of the Consumer Duty has reinforced its importance in demonstrating good consumer outcomes.
In this webinar, we looked at why complaint handling matters and what good complaint handling looks like within an ever-evolving regulatory landscape. We discussed:
- the key building blocks of good complaint handling processes
- examples of good and poor practice
- how root cause analysis can be used to fix underlying issues and drive business improvement.
- how the FCA will use complaints handling to benchmark how firms have embedded the Consumer Duty.
Speakers
Michael joined our team following 16 years at the FCA, most recently as a Technical Specialist in Consumer Investments supervision. He has an in-depth understanding of the regulatory frameworks governing advised and non-advised pension/investment sales, product governance, complaints and redress.
Send a message:
