Combining FCA regulations on complaint handling with information from the Financial Ombudsman Service and general principles of customer service and complaint handling, this workshop is suitable for all who handle regulated customer complaints.

Suitability - Who should attend?

This training programme is best suited for those who manage teams or are responsible for HR in a broking environment. Further, this programme is suited for those handling insurance related customer complaints.

Aims & Objectives

To raise confidence in dealing with and identifying complaints

To make you aware of dealing with complaints and what this means for you

To help you realise why complaints are important

Constructing an SRC with confidence and Positive Language

An understanding of the FOS process

Training Course Content

The content of this training programme is structured as follows:

Complaints Best Practice

• The Value of Complaints
• Receiving Complaints
• Listening
• Empathy
• Taking Ownership
• Investigation
• Responding to Complaints
• Learning Lessons

FCA Complaint Handling Rules

• What is a Complaint?
• Who Should Handle Complaints?
• Timescales
• Recording and Reporting Complaints
• Senior Management Responsibilities

Financial Ombudsman Service (FOS)

• The Role of the FOS
• Scope of Jurisdiction
• Procedure for Referrals to the FOS
• Common Causes of Complaints
• FOS Publications