16th Jan 19 Complaints Handling London
Complaints Handling
Chairman
Michael Gregor
RBS

City of London Club, 19 Old Broad Street, London EC2N 1DS (map)

2 for 2.15pm to 4pm, followed by drinks
Discussion Topics

• FCA activity
-- complainant eligibility
-- SME progress
-- proposed increases in award limits
-- FCA complaint returns: delegated authorities
-- other points
• Social media complaints
• Identifying expressions of dissatisfaction
• Account/complaints amalgamation
-- open banking impact
-- data sharing
• FOS
-- proposed 2019 charging structure
-- FOS awards: changes of outcomes
-- general interaction
• Vulnerable customers
• Other issues


 

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