Complaints - Implementation of PS15/19

Industry Expert: Roger Binks, UK Complaints Manager, RSA Insurance
Time: refreshments at 12:00 for 12:30 start (1:30 finish)

Why you should attend?
How firms handle complaints continues to be a key regulatory litmus test for the Financial Conduct Authority (FCA). The regulator discovers much about how a firm regards the interest's of its customers through how it deals with complaints. The FCA's updated complaint rules were finalised in August 2015, and come into force on 30 June 2016. During the course of a lunchtime Roger Binks will talk through the key changes and challenges faced with firms in applying the complaint changes set out by the FCA under their Policy Statement PS15/19.

Who Should Attend
Anyone who works in insurance should attend, although this session is of specific importance to people who handle complaints.

Learning Objectives
At the end of this event, the delegates will be able to identify:
• the main complaint changes proposed by the FCA under PS15/19
• key questions that you need to consider
• a best practice model for implementation

Speaker Biography
Roger Binks has over 30 years' experience within the insurance industry, having worked the past 20 years for RSA Insurance. He has managed RSA's complaints team for 11 years and his proudest achievement was leading the team to RSA's first ever “Platinum Team of the Year” award in 2011 for outstanding performance. He is a regular speaker on complaints best practice at Industry events, sharing ideas to continuously improve the customer journey by providing “best in class” complaints handling.

Book Now
If you haven't already booked your place and you would like to come along, contact David Codling at david.codling@riig.co.uk

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