Online Event - Complaint Handling in a Regulated Environment

The Insurance Institute of Cardiff invite you to a webinar on Complaint Handling in a Regulated Environment

Event Details:

Tuesday 9^th September 2025 – 12:00 – 13:00pm

The webinar will be run via Zoom, a global web-conferencing solution. Zoom is easy to use, a link and joining instructions will be sent to you at the time of booking.

About the session:

The course will give you an in depth understanding of complaint handling in a regulated environment.

We will explore the FCA Complaint Handling rules, and the relevant regulation. We will tackle the lens of viewing complaints as purely a “nuisance” and refocus to see them as an important opportunity for real time feedback and interaction with our customers. We will take a look at the different types of complaints, and the applicable processes and timescales for handling them.

We’ll also explore the impact of the new Consumer Duty on complaints handling with particular focus on good outcomes for our customers. Through using interactive exercises and realistic scenarios we will run through examples of complaints and the ways we should and should not handle them.

Learning Objectives:

• Recognise what a complaint is and understand the importance of them to your organisation

• Be aware of the Complaint Handling rules, and the role of the FOS

• Understand the process and timescales of dealing with regulated complaints

About the speaker:

The Course will be run by Kerris Earle of Zing 365.

I am a compliance professional with 9 years’ experience in highly regulated environments in a variety of roles. With 5 years’ experience in compliance and governance positions across insurance and fundraising. I chose compliance as my specialism as I enjoy topics that require critical thinking, ethical consideration, interpretation of regulation/legislation, and that offer challenge in an environment subject to change.

My knowledge and experience coupled with my passion and approach to compliance as a collaborative cross-organisational function, moving away from compliance as a “tick box exercise”, has helped shape and support organisations to succeed whilst still offering protection from financial and reputational damage.

Training, learning and development and offering guidance on complicated topics in simple understandable terms has always been my favourite part of my previous roles, and I am passionate about sharing my knowledge, experience, and expertise to allow others to develop and grow.

Further information:

A link will be sent via your email address supplied at the time of booking. PLEASE DO NOT share this with anyone else.

Please note that this webinar will be hosted on the Zoom platform which may be restricted by some employers. Members may need to utilise their own personal devices in these circumstances to access the platform.

To view our image and video capture consent statement, please click here.