THE RESPOND 2015 USER GROUP Financial Services

TODAY’S AGENDA The Here and Now, Stuart O’Sullivan (Huntswood) What’s on the Agenda in 2015, Stephen Humphreys (Huntswood) Respond: The Road-Map and Future, Duane George and Eric Brown Thematic Review – Getting Ready for Change (group discussion) Respond User Group - Your Discussion Session Respond Features and Functions, Eric Brown Thematic Review – Getting Ready for Change, Initial Results Post User Group Debrief and Refreshments

Complaint Handling – THE HERE AND NOW APTEAN USER GROUP Presentation by Stuart O’Sullivan Thursday 5th March 2015

Complaint Handling What’s on the agenda in 2015? Presentation by Stephen Humphreys 5 March 2015

Respond’S ROADMAP & THE FUTURE Please contact your Account Manager if you would like to discuss Road-Map content. These slides cannot be included in a public release.

Director, Respond Product Line Questions Duane George Director, Respond Product Line Duane.George@aptean.com Contact me with any questions about this presentation and the future of Respond

Respond demonstration Please contact your Account Manager of you like to see a demonstration of Respond features. This can be offered virtually if you prefer, or on site.

NEXT: THE FCA Thematic REVIEW Defining a complaint Recording ALL complaints and the 3 day rule Reporting changes (internally and to the FCA) Written responses (new 3 day rule) March 2016 … Change Management, are the people around you ready too?

COMPLAINTS HANDING THEMATIC REVIEW & CONSULTATION PAPER 12:00-12:45

ROUND TABLE DISCUSSIONS Each table has an Aptean Facilitator to lead and take notes There are 5 key topics (following this slide) For each topic you have 5 minutes to share your thoughts Then 2 minutes to establish the points There will be a chime between slides as they auto-progress forward After the 5 topics there will be closed questions for polling At the end of today’s sessions we will present the initial results Aptean will author a more in depth set of results post-event CHATHAM HOUSE RULE APPLIES

1/5 – GROUP DISCUSSION (INTRO) DEFINING A COMPLAINT “Any expression of dissatisfaction” is not the FCA’s definition. The FCA turned down a request to change the definition to this. FCA: “The complaint must allege that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.”

1/5 – GROUP DISCUSSION (5 MINS) DEFINING A COMPLAINT “Any expression of dissatisfaction” is not the FCA’s definition. The FCA turned down a request to change the definition to this. FCA: “The complaint must allege that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.”

1/5 – WRAP UP (2 MINS) DEFINING A COMPLAINT

2/5 – GROUP DISCUSSION (INTRO) RECORDING ALL COMPLAINTS AND THE 3 DAY RULE The FCA proposes giving firms 72 hours instead of 24 hours to handle a complaint informally … but as a result every complaint becomes reportable.

2/5 – GROUP DISCUSSION (5 MINS) RECORDING ALL COMPLAINTS AND THE 3 DAY RULE The FCA proposes giving firms 72 hours instead of 24 hours to handle a complaint informally … but as a result every complaint becomes reportable.

RECORDING ALL COMPLAINTS 2/5 – WRAP UP (2 MINS) RECORDING ALL COMPLAINTS AND THE 3 DAY RULE

3/5 – GROUP DISCUSSION (INTRO) REPORTING CHANGES INTERNALLY AND TO THE FCA The FCA plans to benchmark sales vs complaints and to publish 3 day complaints data too. Internally what also needs to be done differently to fully consider these 3 day complaints?

3/5 – GROUP DISCUSSION (5 MINS) REPORTING CHANGES INTERNALLY AND TO THE FCA The FCA plans to benchmark sales vs complaints and to publish 3 day complaints data too. Internally what also needs to be done differently to fully consider these 3 day complaints?

REPORTING CHANGES INTERNALLY AND TO THE FCA 3/5 – WRAP UP (2 MINS) REPORTING CHANGES INTERNALLY AND TO THE FCA

4/5 – GROUP DISCUSSION (INTRO) WRITTEN RESPONSES UNDER THE 3 DAY RULE Letter – Email – Text 3 day complaints will require a reply using stock text from the FCA (via any of the above) giving brief case outcomes, an acknowledgement and FOS referral rights.

4/5 – GROUP DISCUSSION (5 MINS) WRITTEN RESPONSES UNDER THE 3 DAY RULE Letter – Email – Text 3 day complaints will require a reply using stock text from the FCA (via any of the above) giving brief case outcomes, an acknowledgement and FOS referral rights.

WRITTEN RESPONSES UNDER THE 3 DAY RULE 4/5 – WRAP UP (2 MINS) WRITTEN RESPONSES UNDER THE 3 DAY RULE

5/5 – GROUP DISCUSSION (INTRO) MARCH 2016 … 1 YEAR FROM NOW Change Management Plan – Are you gearing up for this? Do you have headcount in the right places? Can the frontline handle 3 day rules (including written replies)? Is Corporate ready for a 2-3x increase in published complaints data? Have you replied to the FCA’s Consultation Paper?

5/5 – GROUP DISCUSSION (INTRO) Today March 2015 Go-Live March 2016

5/5 – GROUP DISCUSSION (INTRO) March 2015 Procurement System Changes Culture Change Training March 2016

5/5 – GROUP DISCUSSION (5 MINS) MARCH 2016 … 1 YEAR FROM NOW Change Management Plan – Are you gearing up for this? Do you have headcount in the right places? Can the frontline handle 3 day rules (including written replies)? Is Corporate ready for a 2-3x increase in published complaints data? Have you replied to the FCA’s Consultation Paper?

5/5 – WRAP UP (2 MINS) MARCH 2016 … 1 YEAR FROM NOW

RESPOND USER GROUP SESSION 13:45-15:15

Respond CASE AND ADVANCED AGENT Eric Brown, Solutions Consultant

Impact of 3 day informal process AHT? 1 & Done Coach? Escalation

Summary Communication Capture process Simulated Lookup Creating the communication Resolving an escalation Email output For First Point of Contact

Summary communication Configurable capabilities Supports varied working practices Reduces operational expenditure Advanced Case Agent

Contact me with any questions about Respond’s features and functions Eric Brown Solutions Consultant Eric.Brown@aptean.com Contact me with any questions about Respond’s features and functions

RESULTS FROM GROUP WORK 15:45

Over report vs risk of under reporting DEFINING A COMPLAINT Over report vs risk of under reporting Consistency of Capture and management of complaint Training of Front Line Staff and others

RECORDING ALL COMPLAINTS AND THE 3 DAY RULE “Just Like Starting Again” Clarification from FOS re ability to review summary resolution Need to capture more information at Front line – poorer customer service?

REPORTING CHANGES INTERNALLY AND TO THE FCA Getting Stakeholder buy in Case numbers increasing – perhaps over 500 cases Publication of cases – not all companies are the same

WRITTEN RESPONSES UNDER THE 3 DAY RULE Will use channel of customer complaint to reply Cost burden of responding via letter Clarification on level of personalisation required

Cost burden – double staff levels to manage Are FOS ready? MARCH 2016 … 1 YEAR FROM NOW NOT STARTED YET! Cost burden – double staff levels to manage Are FOS ready?