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.

Key Takeaways

• 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.

Valuable Resources

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About Actus Software

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

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About The Guest, Linda Catterall

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.

Contact Linda

LinkedIn: https://www.linkedin.com/in/linda-catterall-27107768/

About The Host, Lucinda Carney

Lucinda Carney is a Chartered Psychologist, CEO of Actus Software, and host of the award-nominated, chart-topping HR Uprising Podcast. With over 20 years’ experience in organisational development and leadership, Lucinda has worked across a wide range of industries helping HR professionals establish behavioural change and accountability. Her passion for collaboration led her to create the HR Uprising community, empowering HR professionals to ‘rise up’ together. Now, Lucinda brings her expertise into a new space, exploring the human side of compliance through expert conversations with industry leaders and practicing compliance professionals.

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