Charter UK sponsors BBA seminar which will examine how banks can meet FSA demands despite a universal squeeze on resources
On March 15th, the British Banking Association, the leading trade association for the UK banking and financial services sector, will be asking whether its members are prepared for the new complaints handling landscape.
With a move to a 'one-stage' complaints handling process coming into force on July 1st, the event will look at whether banks and financial institutions have updated their processes and prepared their complaint teams adequately.
Other topics include factoring in the impact of developing a social media strategy on complaints and managing to retain a focus on superior customer service - despite the universal squeeze on resources.
The seminar will also look at the potential impact on safety and consumer confidence that could arise now that the Financial Ombudsman Service (FOS) is subject to Freedom of Information (FoI) requests, which means that all communication around a complaint could be visible.
A BBA spokesperson commented: "This timely update will help attendees to ensure they are fully briefed on the latest developments and current best practice in this high-profile and commercially significant area."
Representatives from Charter UK, a specialist provider of Enterprise Customer Complaint and Feedback Management software to the UK's leading financial services companies, will be available the event to discuss the challenges facing the industry.
The company's highly configurable software, Charter Continuum™, is proven to significantly reduce operational costs, improve service delivery, give greater control over complaints and deliver more robust management information and root cause analysis intelligence.
Paul Clarke, CEO of Charter UK said, "We are delighted to continue our sponsorship of key BBA events. The FSA's decision to abolish the 'two-stage' complaint handling process in favour of a new 'one-stage process' is one of the most challenging changes the industry has faced.
"At the Complaints Seminar our experts, together with the BBA, will ensure banks are fully briefed on the latest developments and current best practice so that as of July 1st they are ready to comply with the new rules whereby when responding to a complaint, their first response is their final response."
For further information or to attend the event visit the BBA website, http://www.bba.org.uk