How leading firms are combining systems, people, and insight to turn complaint pressure into performance advantage
Webinar details:
Thursday 20 November 2025 | 14:00 (GMT) | 60 Minutes
This webinar is hosted in conjunction with:
When complaint volumes rise, culture, competence, and systems are tested to their limits.
In this high-impact, insight-rich webinar, we’re joined by leading complaint handling subject matter experts, Aptean Respond, to unpack what “complaints handling excellence” really looks like in 2026. This is essential when speed, fairness, and continuous learning and improvement are non-negotiable under Consumer Duty.
From AI-enabled triage and automated Management Information (MI) to cognitive reinforcement of complaint-handling skills and culture-fit leadership, this free 60-minute session explores how leading firms are connecting people, process, and platform to transform complaints from a regulatory burden to a source of continuous improvement.
You’ll discover how to:
- Ensure every customer feels heard and treated fairly, no matter the workload.
- Drive consistency and auditability across every stage of the complaints process.
- Build lasting staff competence, confidence, and accountability in complaint handling.
- Strengthen culture and leadership ownership of customer outcomes.
- Turn complaint data into insights that power Consumer Duty and continuous improvement.