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Complaints Management Forum
2009 11 February 2009 - Jolly St Ermins Hotel - London
In 2009, there can be no doubt effective complaints management will continue to play a key role in evidencing firms are Treating Customers Fairly. At the same time, market developments and economic factors are likely to increase pressures on cost, efficiency and customer retention.
This year’s forum will examine the regulatory, strategic and operational challenges facing financial services complaints teams, and consider the best practice innovations being developed within the industry.
Key issues addressed at this year’s event will include:
- Regulatory developments and expectations - hear direct from FOS and the FSA
- Impact of changes to DISP, complaints reporting and proposals for greater public disclosure
- What is good practice? How industry leaders achieve excellence in complaint resolution and service recovery
- Using complaints information to support business performance and TCF
- What activities, processes and strategies raise the profile of complaints handling in the organisation and generate visible benefits for customers.
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