Learning from Complaints - a Financial Services perspective
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1 Learning from Complaints - a Financial Services perspective 8 October 2015 Douglas Clydesdale Head of Complaints Policy, RBS Group
2 Complaint Volumes - FOS Financial Ombudsman Service (H1 2015) 174k new cases (+8%) PPI made up 55% Excluding PPI, cases 45% higher due to Packaged Bank Accounts (PBA) Banking & Credit Uphold rates improved to 29% (-10%) Most complained about products: PPI (55%) PBA (13%) Current Accounts (4%) Mortgages (4%) Credit Cards (2%) Car Insurance (2%) Overdrafts and Loans (2%)
3 Complaint Volumes - FCA Financial Control Authority complaints data (H1 2015): 2.1m complaints across the industry Overall fall of 2.1% but Banking & Credit Card complaints up 21.8% 47% upheld by firms in favour of customer
4 Complaint Volumes - FCA (Continued) While the ongoing fall in PPI complaints is welcome, this is the second half-year running that we have seen complaints about banking products rise. It is clear that firms need to look at the causes for this rise and where necessary take action to address the causes of the trend. Ensuring good consumer outcomes should be at the heart of firms activities and we want to see complaints fall in the future as firms seek to ensure that consumers get the right products and services. Christopher Woolard, FCA Director of strategy and competition
5 Working Together RBS/FOS RBS IT failure in 2012 Engagement Framework Operational review of RBS cases & MI metrics, quick fixes Operational strategy (emerging trends, joint initiatives) Senior engagement meetings (performance, RCA, policy decisions) CEO 121 Chairman 121 FOS Banking Industry Steering Group (planning and forecasting, horizon issues)
6 FOS related Initiatives ADR Pilot Customer contacts FOS directly Resolving complaints quicker and less formally Mortgage Early Resolution Selected cases resolved via telephone Completed within days, not weeks Packaged Bank Accounts Use of spreadsheets and telephone Agree initiatives and regularly review how they are working
7 The RBS FOS Accreditation Education module for all staff in RBS who liaise with the Financial Ombudsman Service Goal: Increased skill levels of our specialist Ombudsman case handlers to improve our relationship with the Financial Ombudsman Service and drive improvements in our businesses The Education 2 stand alone academic modules, gaining the individual the qualification: Module 1 Communication Module 2 Context and Decision Making 7
8 Success criteria For our customer: More fit for purpose solutions for individual complaints Smoother handling of issues when they happen with empowered staff who challenge us to improve For the individual: Externally recognised academic qualification Increase in personal development goals due to measured learning and embedding Empowered staff who feel supported to engage and pass their skills to others For our relationship with our Ombudsman: Improved communication and working relationship between RBS and the Financial Ombudsman Service 8
9 Quality Assurance Testing 1. Complaint Handling Quality Customer Accessibility Recognising, Receiving and Recording Investigating Customer Engagement Local regulatory requirements 2. Customer Outcome Fair resolutions Interpreting Results Competent handling, Fair outcome Deficient handling, Fair outcome Deficient handling, Unfair outcome Unable to Assess 9
10 QA Review Too process driven: prioritise fair outcomes Working Together: on site, F2F feedback, support and learnings adopted Ownership & Accountability: feedback to the appropriate individual Training & Competence: align training and policy interpretation. Call Listening: QA via call recordings Resource: re-test after failing; workload impacts scores. QA Tool: align to the Complaints Policy QA questions: closed to interpretation or subjectivity Sampling: Sample size & methodology appropriate and risk based Behavioural Analysis and Customer Experience Coaching
11 Root Cause Analysis Key Business Objective Regulatory drivers Processes to: identify, prioritise and remedy any recurring or systemic problems Other products, processes or customers affected? Regular reporting to senior personnel Keeping records Learning from Ombudsman decisions Measures of Success Advising Customers and Staff
12 RCA Learning from FOS decisions 121 Feedback: Ombudsman team complaint handlers Business Feedback: Products, Policies, Processes, Systems Business to Business Sharing pan-bank FOS publication of decisions
13 Root Cause Analysis (Continued) The important thing is not to stop questioning. Curiosity has its own reason for existing Albert Einstein ( )
14 Thank You Telephone:
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