Webinar date & time:
19 February 2025 | 14.00 PM (GMT) | 60 minutes
This webinar is hosted in conjunction with:
Firms can expect greater scrutiny on their approach to complaint handling and root cause analysis by the FCA in 2025.
In a sector-wide publication – released in December 2024 – the regulator set out the results of a targeted and thematic review they carried out, setting expectations for firms to raise their game by using their complaint data as a valuable resource of insights to improve overall customer experience and guide better business decisions beyond accomplishing minimum regulatory compliance.
In this free 60-minute webinar – hosted in conjunction with Aptean and Avyse Partners – our panellists unpack the FCA’s latest findings to support you to:
- Meet the regulator’s expectations on complaint handling and root cause analysis in 2025.
- Identify and address root causes beyond policies, systems and controls.
- Capture reliable, high-quality, real-time data for every customer segment, including customers in vulnerable circumstances.
- Ensure that the data captured drives action and better decision-making.