The new Consumer Duty: Episode 11 - Complaints handling

Chris Busby, UK Head of our Financial Disputes and Investigations Group, joins Claire Carroll to consider how the Consumer Duty will change complaints handling. The episode covers the changes complaints handling teams will need to make to their approach, the impact on vulnerable customers and MI, the role of the Financial Ombudsman Service (FOS) in the new environment and how the Consumer Duty will impact court proceedings.