This episode of the Compliance Culture Podcast dive into why complaints handling is a powerful lens on a firm's culture and a critical component of Consumer Duty. Host Lucinda Carney speaks with Linda Catterall, Consultant at Create Solutions, about shifting the mindset from viewing complaints as a regulatory burden to embracing them as opportunities for learning, improvement, and trust-building. They share practical approaches on integrating fairness, transparency, and accountability into compliant processes to strengthen both compliance and customer confidence.

• Complaints handling serves as a cultural indicator, revealing whether fairness, transparency, and accountability are genuinely embedded in the organisation.
• Root cause analysis under Consumer Duty identifies systematic issues, prevents reoccurrence, and demonstrates continuous improvement to regulators and customers.
• Capturing the voice of the customer through complaints data and feedback drives better processes, clear communication, and customer-focused product design.
• Empowering frontline teams with training and psychological safety ensures empathic complaints handling and timely escalation of vulnerable customer cases.
• Cross-functional collaboration between HR, Compliance, and Operations aligns behaviours, reinforces cultural standards, and strengthens governance.
• Technology-driven oversight provides dashboards, trend analysis, and evidence for board and FCA reporting, enhancing transparency and strategic decision-making.

Why Actus Oversight?

Stay ahead of FCA Consumer Duty with Actus Oversight. The smart solution for regulated firms. Our platform delivers real-time dashboards, key compliance tracking metrics, and automatic ownership, giving you complete visibility and control with ease.

✅ Simplify Consumer Duty compliance

✅ Ensure accountability with automated ownership

✅ Gain actionable analytics through real-time data

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About Actus Software

Actus helps HR and business leaders drive performance and engagement through flexible HR software and expert resources.

🌐 Discover Actus Software: https://actus.co.uk/

Follow Lucinda Carney on LinkedIn for more compliance and leadership insights.

Linda Catterall is a seasoned compliance professional with over 25 years in the General Insurance industry. She has held senior roles including Operations Manager and Head of Risk & Compliance for large, multi-entity groups, and now works as a Consultant as Create Solutions. Linda specialises in training and development, compliance frameworks, auditing, and supporting merges and acquisitions, making her a trusted advisor for firms navigating complex regulatory requirements.

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