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.
In the sixth of our series of guest blogs on key issues for complaints handling, Sarah Lawrence (Access preceding blog here...), former Technical Manager at Financial Ombudsman Service looks at how firms can work to avoid referrals to her former employer
Although we're well into 2020 and Covid-19 has ensured the world is a very different place to when the plan from the Financial Ombudsman Service (FOS) was published earlier in the year, (read the full report), the report makes for interesting reading despite the current priority of maintaining service levels through the disruption caused by the pandemic, (read the FCA's recent guidance).
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Topics:
complaints,
regulation,
FCA,
DISP
In the fifth of our series of guest blogs on key issues for complaints handling, Sarah Lawrence (access the preceding blog here...), former Technical Manager at Financial Ombudsman Service looks at the importance of consistency in complaints handling
The DISP rules don’t say it in so many words, but its rules cover the need to spot and resolve habitual issues before they become complaints, as well as rules about learning lessons from past experience. This all points to one thing - consistency.
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Topics:
complaints,
regulation,
FCA,
DISP
In the fourth of our series of guest blogs on key issues for complaints handling, Sarah Lawrence (access the preceding blog here...), former Technical Manager at Financial Ombudsman Service asks if companies are really catching all complaints and submitting them to Root Cause Analysis
It’s become something of a mantra wherever we go, businesses saying a lot about learning from complaints. We know it’s an expectation handed down from the regulator and the Ombudsman Service, and it gets trotted out, so that we can all say we’ve done our bit. Unfortunately, however, the reality is somewhat different, and it reflects in the bitty, piecemeal nature of dealing with complaints from the very start to the potential end after the Ombudsman has made the final decision.
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Topics:
complaints,
regulation,
FCA,
DISP
In the third of our series of guest blogs on key issues for complaints handling
(access the previous blogs here...), Sarah Lawrence, former Technical Manager at Financial Ombudsman Service discusses the key elements of a great complaints handler
Maybe we’re biased, but we think it takes a rather special set of skills to be a good complaints handler. But, there’s also another list of skills to move from being a good complaints handler into being a great complaints handler.
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Topics:
complaints,
regulation,
FCA,
DISP
In the second of our series of guest blogs on key issues for complaints handling (access the preceding blog here...), 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
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