Anthony Eghan
Account Director, EQ Customer Resolutions
Anthony Eghan, Account Director at EQ Customer Resolutions, explores how firms can effectively navigate these new regulatory requirements, while simultaneously enhancing customer satisfaction, by using a specialised complaints management system. This article covers a number of the main points we highlight to clients about why a dedicated complaints management system can better serve companies, in light of the new Consumer Duty.
The Consumer Duty: A Brief Overview
The Consumer Duty, a regulatory framework aimed at ensuring businesses act in the best interests of consumers, places an emphasis on fair treatment, transparency, and accountability. This framework obliges companies to act fairly, provide accurate information, and handle complaints promptly and efficiently. Failure to meet these standards can lead to regulatory action, reputational damage, and financial repercussions. Consequently, adopting a proactive approach to consumer complaints is no longer just good practice; it's a legal and strategic imperative.
The Role of Specialised Complaints Management Systems like EQ’s Complaints Professional
Efficient Handling of Complaints
A dedicated complaints management system streamlines the process of receiving, recording, tracking, and resolving consumer complaints. It provides a structured framework to ensure that each complaint is assigned to the appropriate department or individual, reducing the likelihood of oversight or delay. This efficient process not only demonstrates a commitment to addressing consumer concerns promptly, but also mitigates the risk of complaints escalating into larger issues.
Data-Driven Insights
Specialised complaints systems enable businesses to gather and analyse complaint data, revealing patterns, trends, and recurring issues. These insights empower companies to make informed decisions regarding product improvements, customer service training, and process enhancements. By addressing underlying problems, businesses can not only enhance their offerings, but also prevent future complaints, thereby complying with the Consumer Duty's mandate for continuous improvement.
Analysing complaint data can aid in the early detection of vulnerability-related issues. By identifying trends or patterns in complaints, financial institutions can implement proactive measures to assist their vulnerable customers and prevent issues from escalating. This approach not only helps customers avoid potential harm but also positions the firm as a proactive advocate for their customers’ well-being. Complaint data can also reveal instances where customers are interacting with multiple institutions or agencies due to their vulnerabilities. Financial services firms can use this information to foster collaborations and partnerships with other organisations, ensuring a holistic and coordinated approach to supporting vulnerable customers.
Transparency and Reporting
Transparency is a cornerstone of the Consumer Duty. A dedicated complaints management system allows companies to generate comprehensive reports on complaint volumes, resolution times, and customer feedback. This data can be used for internal analysis, regulatory reporting, and external communication, showcasing a commitment to transparency and accountability.
Enhanced Customer Experience
A seamless and efficient complaints management process contributes to an improved overall customer experience. Consumers are more likely to trust and remain loyal to companies that address their concerns promptly and transparently. By using a specialised complaints system, businesses can elevate their customer service and foster positive relationships, thereby meeting the Consumer Duty's requirement for fair treatment.
Regulatory Compliance
The Consumer Duty mandates that companies take proactive steps to prevent harm to consumers. A specialised complaints management system aligns with this requirement by enabling businesses to identify potential issues (EQ’s Complaints Professional contains real-time dashboards) and address them before they escalate. By demonstrating a commitment to compliance, companies can minimise the risk of regulatory intervention and associated penalties.
The benefits of embracing technology
As companies adapt to the changing regulatory landscape brought about by the Consumer Duty, the importance of an effective complaints management system such as EQ’s Complaints Professional cannot be overstated. Specialised systems not only facilitate efficient complaint handling, but also provide data-driven insights, enhance transparency, and contribute to an improved customer experience. By embracing these systems, businesses can not only meet their legal obligations under the Consumer Duty, but also differentiate themselves in the market through a commitment to fair treatment, transparency, and customer satisfaction.
