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SEARCH UK FINANCE

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COMPLAINTS AND CUSTOMER VULNERABILITY MINI SERIES

Venue
Online event
Date and Time
04 Jul 2022 to 07 Jul 2022
09:30 - 16:30



BREADCRUMB

 * Home»
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 * Complaints and customer vulnerability mini series

 * Event info
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 * Who should attend

Traditionally, complaints teams only get involved in vulnerability when
customers complain about how they have been treated by another part of the
business. 

However, with the Financial Conduct Authority's (FCA) final vulnerable customer
guidance now firmly in place, the proposed Consumer Duty rapidly on the horizon
and the Financial Ombudsman Service (FOS) increasing its focus on cases
involving vulnerability, the world in which complaints teams have been operating
is changing. 

Today, it is not just about reaching the right decision on a complaint anymore.
The FCA expects complaints handlers to have the necessary skills to recognise
and respond to vulnerable customers in the same way that it expects firms to
have an accessible complaints journey, both to prevent consumer harm. 

Furthermore, complaints teams will be expected to demonstrate that outcomes for
customers in vulnerable situations who complain are receiving as good an outcome
as customers who are not.  

Learning outcomes:

This practical mini-series is made up of three half-day sessions and will take
you through the FCA's expectations and what you can do to help your firm meet
those expectations, from the way customers raise their complaints and the skills
complaints handlers will need to reaching good customer outcomes that reduce the
chances of cases ending up at FOS. It will help you to:

 * Understand how the FCA's vulnerability guidance and proposed Consumer Duty
   relates to complaints teams and the regulator's expectations.
 * Know what skills complaints handlers are expected to have (beyond handling
   complaints).
 * Discover what you need to think about to make the complaints journey
   accessible to customers in vulnerable situations.
 * Explore how you encourage customers to disclose their vulnerability in a
   complaints environment and how to record that in a way that is GDPR
   compliant.
 * Unpick how the presence of vulnerability might impact your decision on
   individual cases and the payments you offer. And should it?
 * Identify what degree of monitoring and evaluation you might need to put in
   place to be able to demonstrate good customer outcomes.  

  

Area of expertise:
Capital Markets and Wholesale Cards Commercial Finance Digital, Tech and Cyber
Economic Crime Product & Services Board Invoice Finance and Asset Based Lending
Mortgages Payments Personal Finance Prudential, Risk and Tax
Tags:
Affordable housing Arrears & possessions Consumer credit Consumer finance
Mortgage Lending Practice Mortgages Payments Regulation - conduct Vulnerability
Vulnerable Customer
Agenda Read more
4 July

09:30 - 12:30 - Session one: What we need to know



 * Introductions
 * The FCA’s final vulnerability guidance and proposed consumer duty
 * The skills complaints handlers need



6 July

09:30 - 12:30 - Session two: Vulnerability and handling complaints



 * Customer experience and the journey of complaining
 * Encouraging customer disclosure in a complaints setting
 * Recording customer vulnerability compliantly at a local and business level



7 July

09:30 - 12:30 - Session three: Outcomes



 * Factoring a vulnerable situation into your decision making and outcome
 * Monitoring, evaluation, and reporting

Each informal and in-depth session uses a combination of consultant trainer
input, knowledge sharing and talking through real-life situations. There are
group exercises, discussions and breakout chats built into all our sessions, to
make it as engaging and interactive as possible, provide opportunities to share
and learn from peer experiences, as well as cater for all learning styles. 

We keep the group to a maximum of 12 people to enable delegates to get the most
out of the day.



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SARAH LAWRENCE

Consultant

Sarah Lawrence has over 20 years of experience working on the front line in
financial services. She has worked within call centres in various organisa...

Sarah Lawrence has over 20 years of experience working on the front line in
financial services. She has worked within call centres in various organisations
and has over 17 years? experience of working at the Financial Ombudsman Service.
During her time at the Ombudsman Service, she worked as an adjudicator, then
moving to the outreach team, where she wrote and delivered training to small
businesses. She was promoted to manager in this department, but in the last 4.5
years, she was the manager of the Technical Desk, which regularly had business
approval rating of 94% and above.

Since leaving the Financial Ombudsman Service, Sarah has written and presented
the training for CWSL for various organisations including UK Finance and the
Finance and Leasing Association. She has also been consulting with a number of
organisations, sharing knowledge and helping them adapt their complaints
processes. 

Read more Read more


CAROLINE WELLS

Independent Advisor, CWSL

Caroline is an award-winning Customer Insight professional with over 25 years of
experience across different regulated markets. Having held a senior ...

Caroline is an award-winning Customer Insight professional with over 25 years of
experience across different regulated markets.

Having held a senior position at the Financial Ombudsman Service, Caroline has a
deep-rooted knowledge of customer experience, diversity legislation, stakeholder
engagement, complaints handling and consumer vulnerability. In 2018, struck by
the number of unnecessary complaints making their way to the ombudsman service
and the things that continue to trip firms up, Caroline joined forces with
ex-FOS colleague Sarah Lawrence to set up CWSL.

Caroline holds a number of appointed roles, including: Commissioner to Energy
UK's Customers in Vulnerable Circumstances Commission, an Advisory Board Member
to the Money and Mental Health Policy Institute, Independent Advisor to the Kent
Police and Crime Commissioner, Consumer Vulnerability Expert at the Money Advice
Trust, and Member of CIVEA's (The Civil Enforcement Association) Compliance,
Adjudication and Review of Enforcement (CARE) Panel.

In 2020 Caroline won National Centre for Diversity Advisor of the Year.

Read more Read more

This online mini-series has been designed for those who have strategic or
operational oversight for complaints handling teams or any areas handling
customer complaints. 


COMPLAINTS AND CUSTOMER VULNERABILITY MINI SERIES


EVENT DETAILS

Venue
Online event
Date and Time
04 Jul 2022 to 07 Jul 2022
09:30 - 16:30
Full and Associate Member Rate
£1025.00 (+VAT)
Non-Member Rate
£1195.00 (+VAT)
Book Read more


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