Date: Tuesday 19th September 2017

Venue: Grand Connaught Rooms, London, WC2B 5DA

The Complaints Summit 2017 is a must attend event for anyone engaged in managing, better understanding and reducing complaints in financial services.

This isn't your average "sit and listen" conference. The Complaints Summit is a hands-on and fast-paced format will ensure that participants leave the event armed with practical tips to better manage complaints and further their knowledge around what really drives customer complaints across the industry.

To deliver a truly compelling event programme, two leading firms will join us to help share examples of innovation and to facilitate discussion around hot topics. Attendees will leave with key takeaways to help deliver better performance.

Why should you attend?

In just three hours, you’ll participate in four 30 min discussion-led roundtables. This will provide an opportunity to discuss hot topics as well as new approaches to managing and understanding complaints. You’ll also get the opportunity to share experiences with colleagues from across the industry.

New research into what turns an unhappy customer into a complaint will also be shared and discussed for the first time.

Signing-up to the Complaints Summit 2017 therefore includes:

  • “The Main Event” A 4hr event at Grand Connaught Rooms, London
  • “The Takeaway” A specially curated complaints summit booklet

Who we are

Smart Money People is the UK’s leading review and insight platform for financial services. Collecting tens of thousands of freely volunteered reviews has helped us pick up a thing or two about the drivers of customer satisfaction (and dissatisfaction), and the root causes behind complaints. We will make some of our data exclusively available to attendees of the Complaints Summit 2017.

We also run high profile annual events like the British Bank Awards, which in 2017 featured in The Mirror, The Daily Mail, The Sunday Express and The Spectator.

Read more about Smart Money People here.



Michael Fotis, Founder of Smart Money People & Spectator Money Contributor
Keynote Speech

Tim Carter, Executive Director of Member Service & Complaints, Nationwide Building Society

Closing Thoughts

Roundtable discussions

Is Artificial Intelligence the future of customer service and complaints management?
Michael Hill, Author of 'Complaints management. Turning negatives into positives'
The complaints tipping point. What turns an unhappy customer into a complaint?
Michael Fotis, Founder of Smart Money People & Spectator Money Contributor
The importance of correct complaint identification
Nick Kemp, Deloitte LLP


Grand Connaught Rooms
61-65 Great Queen Street


Tickets are priced at £150 ex VAT for the event. Invoices will be emailed to the email address provided below one week following your registration and are due for payment within 14 days. Alternatively you can secure your participation by credit or debit card by clicking here.

For registration or any other enquiries, please email us.

Terms and Conditions

In our T&Cs, the 'Event' means the ‘Complaints Summit’ event taking place on 19th September 2017 at Grand Connaught Rooms. The term 'Company' means Smart Money People Limited and the term 'Delegate' means the party who places an order for a space(s) at the Event

  1. By registering for and/or attending the Event, the Delegate or representative(s) of the Delegate are bound by, and comply with these Terms and Conditions. It is the individual’s responsibility to read and understand these Terms and Conditions
  2. On completion of the booking form, the Delegate or representative(s) of the Delegate will receive confirmation from the Company within 48hrs
  3. In order to attend the Event, participants must pay in full or have paid in full on their behalf the relevant fee before the date of the Event. If payment is not received within this required time limits, the Company reserves the right to cancel the booking
  4. The fee does not include any travel costs, or any costs of accommodation. The fee relates solely to attendance at the Event
  5. Places at the Event are limited and are subject to availability
  6. Substitution/s can be made for the Delegate booking at any time
  7. The following cancellation terms will apply: Up to 12 weeks prior to event: 50% of original fee due, up to 6 weeks prior to event: 75% of original fee due, up to 4 weeks prior to event: 100% of original fee due
  8. In the event that the fee has not been paid, the cancellation charge will be invoiced to the Delegate
  9. The Delegate's package includes access to the full Complaints Summit agenda, presentation content, webinar and catering including teas and coffees and lunch
  10. The Company reserves the right to alter the timings, agenda content or speakers at any time
  11. The Company, its employees or agents shall not be responsible for any loss, theft or damage to the property of the Delegate, his/her employees or representatives
  12. The Company, its employees or agents shall not accept liability for any transport or travel disruption or individual transport delays, and in this case, the normal cancellation restrictions apply
  13. In the event of fire, flood or without limit other causes that the Company reasonably believes to be substantial or that are beyond the Company's control, the Company reserves the right to change the times, dates and the venues of the Event, without incurring any liability to the participant
  14. In the event that the Company decides to re-site the Event to another venue and/or change the Event date for reasons other than already stated herein before, this agreement will still apply. The Company shall not be liable for any direct or indirect or consequential loss of any sort however so arising by reason of such change or changes
  15. Nothing in these Terms and Conditions excludes the Company's liability for death, personal injury or fraudulent misrepresentation
  16. Failure by the Company to insist upon strict performance by the Delegate of any of these Terms and Conditions shall not operate as a waiver or otherwise release or in any way affect the liability of the Delegate under these Terms and Conditions
  17. The views expressed by any speaker at the Event are representative of the speaker’s own opinions and cannot in any way be attributed to the Company. The Company disclaims any liability for views expressed by any speaker at the Event
  18. These Terms and Conditions shall be governed and construed in accordance with the laws of England and the Company and Delegate hereby agree to submit to the exclusive jurisdiction of the English Courts regarding matters in relation to these Terms and Conditions