Avoiding Customer Harm Day 6th November – book your place now on either or both of these sessions!



Avoiding Customer Harm Day 6th November – book your place now on either or both of these sessions!

 We are hosting an “Avoiding Customer Harm Day”, during which we will bring you 2 brand new sessions on Vulnerable Customers and Compliant Sales.

Because of the importance of these topics, and the FCA increased focus on customer harm, these Booster sessions will each be 2 hours but we are keeping them at the usual 1 hour cost of £69 plus vat per session. Both sessions will be very practical; they will have interaction, group work and look at case studies.  We have kept the cost low so that you can afford to have all of your key people attend them.

Booster Morning Session  10-12noon

Vulnerable Customers (including practical exercises)  

  • Background to the FCA’s focus on Vulnerable Customers, its recent Guidance Consultation GC20/03 and their expectations of firms and staff
  • What you need to know – practical tips for implementation including: FCA’s definition of vulnerability; drivers of vulnerability; identifying different types of vulnerable customers; and practical considerations such as staff awareness, product and service design, customer service, communications, monitoring and evaluation, Management Information and the  recording of MI.
  • Benefits of getting this right to your firm and to your Vulnerable Customers
  • Practical exercises with case studies highlighting the importance of identifying the drivers of vulnerability and the potential harm arising from not treating Vulnerable Customers fairly
  • Benchmarking & Action planning exercise

Booster Afternoon Session   2.00pm-4.00pm

Compliant Sales (Including practical exercises)

  • ICOBS overview & what a good sales process should look like (personal and commercial lines)
  • The FCA’s view of harm arising from non-compliant sales processes
  • The FCA’s expectations of TCF, Conduct Risk, Management Information, Oversight & Monitoring of sales
  • Practical exercise with case study to highlight aspects of poor practice and non-compliance within sales processes
  • Benchmarking & Action planning exercise

Who should attend:

These sessions are a must for Senior Managers, Directors, Compliance Personnel, Sales & Complaints Managers and Team Leaders, Risk Managers, Customer Service Agents, Training and Monitoring staff etc…Whether you are new to risk or compliance, or want to stay on top of your game, this is for you. Designed for General Insurance and Claims Management firms of all sizes.

Date: 6th November 2020

Booster morning session: 10.00am -12.00pm

Booster afternoon session: 2.00pm – 4.00pm

Cost: Just £69 plus vat per person (per Booster session)

Delivery: Via Zoom

There will be a short break(s) throughout the sessions and delegates will receive a certificate of attendance of attendance for each Booster session they attend.

To book contact: email Deborah@createsolutions.co.uk or phone 0161 870 6637

This entry was posted in Create Solutions News. Bookmark the permalink. Both comments and trackbacks are currently closed.