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    Complaints in the Boardroom

    A Test of Leadership & Risk Governance

    Thursday 19th March 2026 | 10.30am - 11.15am (GMT)

    Complaints management is a primary supervisory signal used by regulators to assess culture, governance, product design, and senior manager accountability.

    Across the UK, Ireland, and the EU, supervisors are explicit: firms that fail to evidence effective complaints oversight, root cause analysis, and proactive remediation expose themselves to conduct risk, Consumer Duty breaches, and personal liability under SM&CR and SEAR.

    This webinar explores how complaints data has become a strategic risk indicator and how boards and senior executives must ensure the data informs decision-making, protects customers, to withstand regulatory scrutiny.

    Scroll down to read the full agenda.
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    Learn how to demonstrate senior leadership accountability under SM&CR, SEAR and EU rules whilst turning complaints insights into strategic advantage.

    Join board members, SMF holders, and senior risk & compliance leaders already registered for this webinar.

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    Complaints as a strategic risk indicator across jurisdictions

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    Root Cause Analysis as a non-negotiable

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    Fairness, redress and proactive remediation

    Senior manager accountability

    What good looks like

     

    Your Expert Panel

    Priscilla photo-1

    Priscilla Gaudoin

    Head of Risk & Compliance

    Matthew Bruce

    Matthew Bruce

    Platform Director

     

    About the session

    Regulators increasingly treat complaints data as a leading indicator of harm and a proxy for culture and governance. This webinar distils the supervisory direction of travel for banks, asset managers, and wealth managers. It provides practical guidance for boards and executives on how to:

    • Evidence governance and oversight that meets regulatory expectations
    • Link complaints intelligence to product governance, suitability, distribution and operational resilience
    • Demonstrate fair treatment and proactive remediation
    • Strengthen decision‑making by treating complaints as strategic insight rather than operational noise

    Who should attend

    Board members, SMF holders, Heads of Risk, Compliance, Operations, Conduct & Customer Outcome leaders and product governance executives in banking, asset and wealth management, and insurance.

    Take the pain out of complaints handling

    Book a Discovery Call

     

    Or explore Ruleguard's Complaints Handling Software first →

    Speakers

    Priscilla Gaudoin

    Priscilla Gaudoin

    Head of Risk & Compliance

    Priscilla is a former consultant, CCO and MLRO, experienced in providing regulatory oversight and advice to firms across the financial services industry. She is responsible for our thought leadership programme, writing regular articles and white papers, and hosting webinars on a variety of regulatory matters.

    Her dual role also encompasses the oversight of risk management at Ruleguard.

    She is a Fellow of the International Compliance Association, a certified GRC practitioner, and a member of the Institute of Risk Management.

    Matthew Bruce

    Matthew Bruce

    Platform Director

    Matthew is our Platform Director and leads the development roadmap for the Ruleguard platform.  He has 15+ years of experience in software development and has worked on Ruleguard since its launch.​

    Matthew plays a key role in delivering a programme of features and improvements that continue to delight users and deliver tangible business value. He’s passionate about product management that balances strategic and tactical objectives.

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