Member Programme
Your Chance to Book Ahead & Catch up on Past Sessions
What’s Coming Up
Ask the Expert - Customer Experience
25th November 2025 | 10:00–11:00 | Online
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Dementia Friends – Interactive Session
27 November 2025 | 12:00–13:00 | Online
Join Pippa Holdup (Alzheimer’s Society) for an engaging Dementia Friends session designed to raise awareness and understanding of dementia and the small ways we can all help.
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Resolved: Case Study Series – AM Trust Financial Services
9 December 2025 | 10:00–10:45 | Online
Discover practical insights from AM Trust Financial Services in this 45-minute case study on successfully resolving customer complaints and delivering meaningful outcomes.
Ask the Expert: Complaints Trends in 2026
11 December 2025 | 10:00–11:00 | Online
Hear from leading experts – Lauren Long, Michael Hill, Roseanne Baxtor, and Alex Russell-Rutherford – as they explore AI, regulation, and emerging trends shaping the complaints landscape for 2026.
Elevating Support for Vulnerable Customers: Annual Stakeholder Conference with South East Water
11 February 2026 | 09:00–15:45 | In Person
This annual conference focuses on colleague wellbeing as the foundation for compassionate customer support. Featuring speakers from the RAC, Research Institute for Disabled Customers, The Institute of Customer Service, and more, it’s a day dedicated to practical strategies and shared learning.
Find out more and Book Your Place
Strategy on Suicide Conference
24th March 2026 | 08:30–17:00 | In Person
A full day event in partnership with the Samaritans and Baton of Hope, designed to educate, inform and to build a comprehensive strategy to protect people from suicide and self harm.
Find out more and Book Your Place
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What You Might Have Missed
Vulnerability Revisited – Hosted by Three Hands, Scope, Domestic Abuse Education & Citizens Advice
2 October 2025 | 10:00–14:45 | Online
A session featuring Domestic Abuse Education, Three Hands, Scope, and Citizens Advice, offering real stories and practical strategies to create meaningful change.
Watch here (Domestic Abuse Education)
Housing & Utilities Focus Group
9 October 2025 | 10:00–11:00 | Online
This cross-sector discussion focused on new heating network legislation, chaired by Duncan McCombie (YES Energy Solutions) with insights from L&Q, Ofgem, and the Energy Ombudsman, plus an update from Healthy Homes Solutions.
The Regulator's Room - with the FCA
30th October 2025 | 10:00–11:00 | Online
We explore the critical role of governance under the Consumer Duty and its deep connection to organisational culture. We’ll share reflections on what we’re seeing in the second year of Board Reports, highlight emerging themes, and discuss our expectations for firms as they continue to embed the Duty. This is a great opportunity to gain practical insights and strengthen your approach to governance and cultural alignment.