This week saw the first Grovelands Summit where industry professionals gathered to discuss complaints handling, with particular focus on regulation.
Wednesday 26th January 2011 was a momentous day for Grovelands and the market we work within. The first Grovelands Summit was held in the splendour of Cinnamon Kitchen in London, one of the country’s finest fusion restaurants. The topic of the day was complaints handling, with particular focus on regulation and the impact of this on the attendees and organisations they were representing.
Arriving early with bags of delegation packs and display stands in hand – and separately due to some interesting travel choices (and one over-dependence on the snooze button) – we all tucked into coffees and breakfasts, fuelling up for the day ahead.
11.00am was the time for action, with a full delegation arriving on time and eager to get stuck into the debates ahead. Around the table were representatives of some of the UK’s most successful Financial Service providers, both large and small, mighty and mouse.
Mark kick-started the proceedings as a true host with a clink of his glass (which he’d apparently never done before) and a joke in his own inimitable dry style; achieving laughs all round. After some initial trepidation our delegates soon opened up, sharing experiences of best practice, approach, perils and pitfalls. The stories came thick and fast, with nods of acknowledgements flying around the table like ping pong balls. Not even the one-way glass window into the pristine kitchen could draw people’s attention away from the hot topics making their impact across the group.
Soon it was time for lunch. Wow! You could have heard a pin drop (and a very small one at that). The stunningly presented starters came and went, then even more starters arrived. A brief respite before the main course allowed the conversation to continue, covering various topics, including: regulation; enforcement; stage 1 & 2 complaints; FOS; FSA; PPI; and advice. The conversation was varied, detailed and tremendously professional. Eventually it was time for amazing desserts, coffees and the day’s conclusion.
The overall feedback from the day was very positive, with most delegates agreeing it was a very useful and informative event which they would happily return to. We’d like to thank all those who attended the first Grovelands Summit; Mark for doing such a grand job of chairing it; and Ella for putting it all together so smoothly.