Vulnerable Complainants & Root Cause Analysis
Tick-box compliance can be dangerous. It can lead to a lack of understanding of the risks and benefits of good and bad performance. For example, complaints can be pointing out how you can improve your business. Complaints equals friction and friction equals costs.
£29.00 Plus Vat
Our Toolkit Sessions aimed at Frontline Staff and Management. A practical, confidence building toolkit session with useful takeaways.
Every firm will have complaints at some stage, although this isn’t always good news, complaints can be useful to a business, as it tells them what is going wrong and what they can put right.
However, if they are not handled properly, they can be damaging and costly. The cost can include the redress that you may pay, time and resource for handling the complaint, FOS costs and not to forget the damage to your reputation.
Firms need to ask themselves; We try to do our best, but sometimes we need to step back and look at and ask ourselves?
- What is the actual cause of this complaint? Is it a one off /human error?
- Is it lack of training/ identification and ability to deal with the complaint
- Is it lack of understanding – by the firm or the customer?
- Is there a problem with a process, system or documentation?
- Is there a problem with the distribution chain?
- What can the firm do to make things better?
- Has the firm breached any of the FCA rules or Consumer Duty Outcomes required?
- Are we identifying and dealing with Vulnerable Complainants properly?
- Are we delivering good outcomes?
Questions for the firm?
- Are you carrying out sufficient Root Cause Analysis on complaints?
- What about those dissatisfied customers who don’t complain?
- Is your Board/Management challenging the results?
- Are your complaints handlers being monitored?
- Are you carrying out outcomes testing on complaints?
- Can you evidence the above and are actions/improvements taken?
During this session we will discuss best practice and give you some practical takeaways as well as looking at the above.
This session is ideal for those who handle complaints, those who have oversight/responsibility for the Complaints management, compliance, risk, training of staff, delivery of the consumer duty including monitoring and outcomes testing.
Essential training for your staff! Your staff can build up a fantastic portfolio of aids to use on a day to day basis as they attend our Mini Toolkit Workshops.
Please note, this series of mini workshops will be delivered throughout 2024/25.
