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Influence – Inform – Connect

CONFERENCE supported by

Financial Services - complaint handling, treating customers fairly and excellence in customer services

Tuesday, 15^th June 2010, The George Hotel, Edinburgh

Only £100 + VAT to attend

Featured speakers and topics include:

Owen Kelly, Chief Executive, Scottish Financial Enterprise
Peter Cook, Regional Relationship Manager (Scotland and North East), Financial Ombudsman Service

Kay Blair, Vice Chair of the Financial Services Consumer Panel

Christopher O’Brien, Senior Research Executive, Financial Research Division, Ipsos MORI

Clare Brannigan, Computer Application Services

The Treating Customer’s Fairly initiative (TCF), with its focus on positive consumer outcomes, helps firms ensure their products and services provide a fair deal for consumers. This one-day conference will explore how Scotland’s financial services industry can build upon the aims and objectives of TCF and achieve customer service excellence.

Topics to be covered:

the strategic priorities of the Financial Ombudsman Service;
complaints: what the FOS receives, what it knows and how its experience can help service providers;
the future of financial services and the evolving needs and expectations of the public;
the relationship between good feedback and complaint handling and the perpetual pursuit of excellence in the delivery of financial products and services, and;
case studies, from the financial services sector and beyond, of good practice in reputation management, customer service excellence and effective complaint handling

For more information contact Jane on 0131 556 1500

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Our telephone: 0131 556 1500