The complaints handling environment and the impact of the latest regulatory obligations - SFE Breakfast Briefing

Time:  08:30 arrival with a 09:00 start, and 10:30 finish
Venue: Grant Thornton, 7 Exchange Crescent, Conference Square, Edinburgh, EH3 8AN

SFE is delighted to invite you to a breakfast briefing with Grant Thornton looking at the complaints handling environment and how regulatory changes will impact on your business.

FCA Policy PS15/19 ”Improving complaints handling” is coming into force, providing a real opportunity for firms to re-assess the suitability of their approach to a critical customer touch point. This event is based around the annual Grant Thornton Complaints Survey of UK financial service firms. This survey covered Life & Pensions, Investment Management, General Insurance, and Consumer Credit companies with outputs of relevance to all Financial Services companies.

Complaints handling remains high on the FCA agenda to increase "quality complaints outcomes" across the Financial Services sector, especially for vulnerable customers. Firms will need to be clear about how responsibility for the handling and/or resolution of complaints is allocated, in line with the senior managers regime.

This event will further explore how these factors will impact firms, drawing on results from the latest round of the Grant Thornton Complaints Survey and will consider:

  • the FCAs evolving conduct position and the impact of PS 15/19;
  • the challenges ahead – insights and trends from unique complaints research undertaken in the market by Grant Thornton;
  • the digital customer engagement strategies adopted by firms that change and shape the future approach of successful complaint handling;
  • and the path to seamless, customer-centric complaints handing – the moving elements needed to achieve and maintain truly distinctive complaints handling.

This is a private event for SFE Members only, however, please pass on to any interested colleagues within your organisation.  

To reserve a place, please click here.

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