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Complaint handling: meeting regulatory requirements, exceeding customer expectations

This webinar took place on the 5th November 2024

This webinar was hosted in conjunction with:

 

EDF: home of Clever Nelly
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Aptean Respond - logo

Today, most firms have a robust complaint management process in place, but will it be enough for tomorrow? A rise in consumer complaint numbers and a 10-year high in the number of complaints escalated to the Financial Ombudsman Service (FOS) indicate that current complaint handling practices and approaches by many firms are out of touch with customers' and regulators' expectations today – let alone tomorrow.

In this free 60-minute webinar, join Adrian Harvey, CEO at Elephants Don't Forget, Tom Jeffery, Operations Director at Square 4, and Martin Canwell, Account Manager at Aptean, as they explain what leading firms are doing to continually overhaul their complaints operating model to enhance the customer experience and improve business outcomes in line with Consumer Duty. 

Key discussion points include how to: 

  • Catch more gaps and weaknesses in your complaints operating model before regulators feel the need to step in.

  • Pinpoint when, how, and where your firm can reduce FOS referral rates.

  • Achieve both speed and quality in first-point-of-contact resolution. 

  • Identify priority areas that demand attention to strengthen your firm's approach to complaint handling.

Watch the webinar here:

Meet our webinar panel

Adrian Harvey (col)
Adrian Harvey
CEO | Elephants Don't Forget
 
LinkedIn
 

Adrian spent the first decade of his career working in corporate banking and lending with ABN AMRO, GE Capital & BNP Paribas. He joined the energy sector to bring commercial expertise to the privatisation of British Gas and spent ten years in the sector. He was Managing Director of the largest residential business of British Gas and Managing Director of Eon’s property services and renewable energy business.

Tom Jeffery
Tom Jeffery
Operations Director | Square 4
 
LinkedIn
 

Tom works closely with clients to ensure their Operations and Remediation programmes are fit for customer, regulatory and commercial purposes. Tom has worked in Financial Services for the past 22 years and has a proven track record of leading large-scale and omnichannel Remediation programmes, as well as front-line Operations including deploying the latest technologies such as speech analytics in regulated environments.

Martin Canwell_Aptean
Martin Canwell
Account Manager | Aptean
 
LinkedIn
 

Martin has over 20 years of financial services experience across a range of disciplines with a large proportion focussed on complaint operations. Currently an Account Manager for Aptean Respond helping Aptean customers extract maximum value from their Aptean Respond investment by solving their case management challenges: Complaints, Financial crime, Remediation and GDPR / DSAR case management.

Proud to support brands including:

Danske Bank
Aviva
LV
BNP Paribas
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