There are two sides to the issue of complaints: firstly, firms must respond to customer complaints, handling them correctly and producing fair outcomes.
Secondly, firms can tap this crucial flow of information to shed light on the cause of failings to improve customer experience and reduce the likelihood of enforcement.
Firms should focus on the following issues, led by senior management:
- Embed TCF culture
- Training for staff
- Fair outcomes
- Controls and procedures.
We are thought leaders and highly experienced in complaint handling and the root cause analysis of those complaints.
Our ex-regulators and industry experts will bring their skill, knowledge and experience to your firm to ensure the
right culture, standards and processes are in place to achieve the right outcomes for your firm and your customers.
