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SUMMARY:Mini VC Toolkit: Identifying Vulnerable Complainants
DESCRIPTION:Are you really getting complaints handling right? \nComplaints are inevitable – handled well\, they’re a source of insight; handled poorly\, they cost you in redress\, resource\, FOS fees and reputation. \nWho should attend: Complaints handlers\, Compliance & Risk teams\, trainers and anyone with oversight of monitoring and outcomes testing. \nRoot cause questions every firm should ask: \n\nWhat caused it – human error\, a training gap\, a process failure or a distribution chain issue?\nWas it a misunderstanding by the firm or the customer?\nHave any FCA rules or Consumer Duty Outcomes been breached?\nAre Vulnerable Complainants identified and handled appropriately?\nAre we delivering good outcomes – and what can we improve?\nIs root cause analysis being done\, including on customers who don’t complain?\nAre the Board and Management actively challenging results and monitoring handlers?\nIs outcomes testing in place with documented evidence?\n\n\nDate: 24th September 2026 \nTime: 10.00am – 11.00am \n\n\nCost: £29 +VAT per person \n\n\nTo book: click to book or email deborah@createsolutions.co.uk \n\nBook your place
URL:https://createsolutions.co.uk/training/identifying-vulnerable-complainants/
CATEGORIES:VC Toolkit
ATTACH;FMTTYPE=image/png:https://createsolutions.co.uk/wp-content/uploads/2026/04/Toolkit.png
ORGANIZER;CN="Create Solutions Ltd":MAILTO:mail@createsolutions.co.uk
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