Cracking the code on complaints handling

There’s been a growing focus on complaints handling in financial services over the last few years. And the implementation of the Consumer Duty has reinforced its importance in demonstrating good consumer outcomes.

In this webinar, we looked at why complaint handling matters and what good complaint handling looks like within an ever-evolving regulatory landscape. We discussed:

  • the key building blocks of good complaint handling processes
  • examples of good and poor practice
  • how root cause analysis can be used to fix underlying issues and drive business improvement.
  • how the FCA will use complaints handling to benchmark how firms have embedded the Consumer Duty.


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