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Sarah Lawrence

Before starting her consultancy business, Sarah managed a team of eight handling telephone queries and email communication concerning all aspects of the Financial Ombudsman Services’ rules, processes and assisting businesses in resolving problems before the matters were referred to the service.

#2 Complaints handling. Meeting consumer expectations in a new decade

Posted by Sarah Lawrence on March 2, 2020

In the second of our series of guest blogs on key issues for complaints handling, Sarah Lawrence, former Technical Manager at Financial Ombudsman Service explains why quick answers aren't always the best approach to complaints handling.

In a world of increasing technology and self-service, we still find that a significant number of people still feel the need to connect with another human being when things have gone wrong. But, in a world that needs ever faster resolutions, it can seem puzzling to see that overall customer satisfaction has fallen over the past two years, according to the Institute of Customer Service. Surely with increasing speed and technology, comes better customer experience?

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Topics: complaints, regulation, FCA, DISP

#1 The Complaints regulatory landscape in 2020 - Looking back to look forward

Posted by Sarah Lawrence on March 2, 2020

Sarah Lawrence presenting on complaints management

In the first of our series of guest blogs on key issues for complaints handling, Sarah Lawrence, former Technical Manager at Financial Ombudsman Service takes a look at what we can anticipate from the Regulator in 2020

You may remember that way back in 2019 the Financial Conduct Authority (FCA) published its Business Plan and we commented on the small paragraph on page 15, that seemed to give a huge signpost to the way the FCA would be pushing its regulatory agenda in the future. You can find the whole report here , but just to refresh your memories it said:

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Topics: complaints, regulation, FCA, DISP

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Five key questions you need to answer for yourself in readiness for the SM&CR regulation:

Do you understand the full implications of the new regime?
Have you considered the impact of the regime on your business and your staff?
Do you understand the impacts of embedding the regime into business as usual?
Does your organisation appreciate the value of future proofing your systems and processes?
Are you confident in your existing systems and processes to deliver SM&CR compliance?

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