This webinar took place on the 27th June 2024

This webinar was hosted in conjunction with:

With the deadline approaching for firms to submit their first Consumer Duty board report, there's growing pressure on those still struggling to document and demonstrate the proactive measures they've implemented. These measures include understanding their customer base, ensuring that their complaints system reflect their diverse customer demographics, and ultimately, delivering good outcomes for them.

In this free 60-minute webinar, we unpack how your firm can overcome the challenges of poor processes, incorrect data, misconfigured technology, and inadequately trained personnel to strengthen your complaints and remediation process, avoid regulatory scrutiny and reputational damage and reflect a customer-centric culture. 

Key discussion points include how to: 

• Demonstrate to the FCA how your firm identifies and addresses the root causes of poor outcomes to effect meaningful, lasting change.
  

• Accurately and consistently identify and support vulnerable customers across the entire customer journey.
  

• Assure your board that your firm’s ‘early warning system’ to resolve customer concerns and deliver good outcomes for them is robust and fit for purpose. 

• Enhance the skills, competence and readiness of your contact centre staff to deliver good compliant outcomes proactively.