Your QA team reviews a few hundred calls a month. The FCA's Motor Finance Redress will generate thousands.
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Check your inbox for the confirmation and calendar invite. See you on Wednesday 14 October at 12:00 BST.
Consumers can complain right up to August 2027. That is a volume of customer contact your operation has never handled, arriving on a timeline nobody can give you.
The scheme turns a manageable monthly caseload into a sustained surge. The same team, the same processes, an order of magnitude more contact.
You cannot date the curve. Which means you cannot recruit against it, train against it, or plan capacity against it with any confidence.
More complaint handlers, more QA reviewers, more oversight. Recruited and trained ahead of a curve you can't date, reviewing a fraction of what they'd need to.
The obvious answer is more people.
This session is about the other answer.
We'll set out what the scheme requires of your complaints and customer service operation, what you need in place now, and what you can safely leave. Highlighting where the volume actually breaks things.
A plain read of where the scheme stands right now, and the trigger points that will move it. So you know what you are actually planning against.
Not the theory. The specific pinch points where thousands of cases a month stop being an inconvenience and start being a conduct risk.
The oversight and assurance the FCA will expect to see, what you need in place now, and what you can safely leave until later.
If your plan for redress volume is more headcount, it's worth 30 minutes to see the alternative.
Planning capacity for a caseload you can't yet size or date.
Reviewing a few hundred calls a month against a pipeline of thousands.
Accountable for what the firm can evidence, and when it's asked for.
Holding service standards while contact volume climbs.
Join us for a clear view of what's required, what isn't, and a walk-through of how firms are covering this without tripling the team.
Register for the session