Mini VC Toolkit: Identifying Vulnerable Complainants

Are you really getting complaints handling right?

Complaints are inevitable – handled well, they’re a source of insight; handled poorly, they cost you in redress, resource, FOS fees and reputation.

Who should attend: Complaints handlers, Compliance & Risk teams, trainers and anyone with oversight of monitoring and outcomes testing.

Root cause questions every firm should ask:

• What caused it – human error, a training gap, a process failure or a distribution chain issue?
• Was it a misunderstanding by the firm or the customer?
• Have any FCA rules or Consumer Duty Outcomes been breached?
• Are Vulnerable Complainants identified and handled appropriately?
• Are we delivering good outcomes – and what can we improve?
• Is root cause analysis being done, including on customers who don’t complain?
• Are the Board and Management actively challenging results and monitoring handlers?
• Is outcomes testing in place with documented evidence?

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