Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

Published on 09 February 2024

Complaints Handling

Next Date TBC

This small discussion group is the chance to share experiences and explore best practice in customer complaints functions across all verticals – regulated and unregulated.

In this first session of our complaints networking group, we will be exploring best practice in complaints management and hearing from Simon Scott Customer Relations Manager at DAS UK Group who will be sharing some of the great work that they are doing. This will be followed by a group discussion with a chance to share ideas, ask questions, discuss challenges and grow your network.

In the following two networking groups we will be doing a deeper dive into:

Complaints reduction – How do you identify the causes of complaints and what actions do you take to reduce these.
Vulnerability and changing consumer sentiment – How are consumer, industry and regulator expectations evolving.

We send Outlook invites for these groups so your email will be shared with other members of the group.