1. THE RESPOND 2015 USER GROUP
Financial Services

2. 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

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

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

5. 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.

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

7. 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.

8. 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?

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

10. 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

11. 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.”

12. 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.”

13. 1/5 – WRAP UP (2 MINS)
DEFINING A COMPLAINT

14. 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.

15. 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.

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

17. 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?

18. 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?

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

20. 4/5 – GROUP DISCUSSION (INTRO)
WRITTEN RESPONSES
UNDER THE 3 DAY RULE
Letter – – 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.

21. 4/5 – GROUP DISCUSSION (5 MINS)
WRITTEN RESPONSES
UNDER THE 3 DAY RULE
Letter – – 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.

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

23. 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?

24. 5/5 – GROUP DISCUSSION (INTRO)
Today
March 2015
Go-Live
March 2016

25. 5/5 – GROUP DISCUSSION (INTRO)
March 2015
Procurement
System Changes
Culture Change
Training
March 2016

26. 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?

27. 5/5 – WRAP UP (2 MINS)
MARCH 2016 … 1 YEAR FROM NOW

28. RESPOND USER GROUP SESSION
13:45-15:15

29. Respond CASE AND ADVANCED AGENT
Eric Brown, Solutions Consultant

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

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

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

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

34. RESULTS FROM GROUP WORK
15:45

35. 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

36. 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?

37. 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

38. 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

39. 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?