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In light of recent news that the Financial Ombudsman Service (FOS) could require regulated firms to pay higher levels of compensation and is also now accepting complaints from a wider group of SMEs, financial advisors, private banks and wealth management firms must ensure that they have a rigorous complaints handling procedure in place to manage customer complaints quickly, effectively and in line with regulatory requirements.

This one-day training workshop, led by former Head of Outreach and Customer Insight Caroline Wells and Technical Advice Desk Manager Sarah Lawrence, will help you get under the skin of complaints, to get to the bottom of what’s really going on what your customer really wants. What to avoid doing (and saying) and what to do to get things back on track.

This workshop will help you:

  • Build on what you need to do under the basics of DISP
  • Understand what drives people to complain, and what can get in the way
  • Know how people think, feel and behave when they complain
  • Avoid common complaint handling mistakes
  • Have the best chance of reducing unnecessary escalations and referrals to FOS
  • Use root cause analysis to learn how to identify and remedy complaints

Who should attend?

This workshop will be of value to those overseeing or having senior management responsibility for complaints, and frontline and ‘business as usual’ customer queries and journeys, including Complaints, Customer Services, Customer Experience, Operations, Compliance, Legal and Quality Assurance professionals in FCA regulated organisations.

Small group sizes & expert trainers

Small group sizes allow a high level of interaction and support. We use only the best trainers that facilitate interactive classes.

Your Trainers

Caroline Wells is an award-winning Customer Insight professional with over 25 years of transformational leadership in financial services. Caroline has a deep-rooted knowledge of customer experience, consumer vulnerability, diversity legislation, outreach and complaints handling.

Since leaving a senior position at the Financial Ombudsman Service in 2017, Caroline now advises businesses in and outside of financial services. She also works with The Money Advice Trust, is an independent advisor to several organisations, and is a Commissioner on Energy UK’s Commission for Customers in Vulnerable Circumstances. Caroline is also a member of several professional bodies including, ICS and CIPR.

Sarah Lawrence has worked in financial services for nearly 20 years, with over 16 years’ experience gained at the Financial Ombudsman Service. During that time, Sarah worked as an adjudicator – investigating and mediating complaints in various product areas, working closely with ombudsmen on some of the most complex cases.

Sarah’s represented the ombudsman service at many training events for businesses about how the ombudsman service works, and looks at complaints, which has given her a strong understanding of the issues businesses face around complaints. Sarah also worked in and then subsequently led the ombudsman’s Technical Advice Desk – providing over-the-phone guidance to businesses to help them resolve complaints at an earlier stage.



Caroline Wells
Sarah Lawrence


20 available
Complaint Handling-Member£400.00 ex. VAT

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20 available
Complaint Handling- Non-Member£500.00 ex. VAT

Please fill in all required fields


17th October
09:00 - 16:30
£400 - £500
Event Categories:


CPD Hours
Morning Break
Afternoon Break


22 City Road, Finsbury Square
London, EC1Y 2AJ United Kingdom
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