Welcome to the 11th Annual Complaints Management Forum

Hear from a range of industry experts talk you through their complaints management procedures; regulatory insights from the FOS, question and answer with FOS and FSA and much more.

Key hot topics and benefits of attendance include:

• Hear an update from the Ombudsman, look at the latest trends and discuss their plans for the year ahead
  
• Ask questions to the FSA and Ombudsman in a dedicated panel session
  
  
• Gain insights into the latest techniques for monitoring complaint handler performance from L&G
  
  
• Learn how HSBC are making the transition to a one stage handling process in line with the FSA dispute resolution regulations
  
  
• Ensure customers are kept at the heart of your complaints process
  
  
• Find out how to improve evidential standards- effective and realistic quality assurance
  
  
• Learn how Root Cause Analysis can help you manage complaints

View the latest agenda for the Customer Complaints in Financial Services Conference.

Plus don't miss the additional Workshops:
1. An Introduction to Complaints Root Cause Analysis (28th February 2012)

2. Putting Consumers at the Heart of Your Complaints Handling (1st March 2012)