The FCA has identified that the number of complaints submitted in the financial services sector has increased year on year in recent times in the UK.
Complaints Handling outlines how to deal with client complaints quickly and fairly. These rules aim to preserve a financial firm's most valuable asset: its reputation for integrity and client service.
Our Complaints Handling Training Course explains the FCA's rules for appropriately handling complaints from retail clients in the financial services sector.
For those in leadership positions, we have a companion course entitled Complaints Handling for Managers.
Available as part of our FCA Compliance Library.
This course will prepare you to:
- Exercise: What is a complaint?
- Exercise: Complaints Handling policy
- Exercise: Handling complaints step-by-step
- Exercise: Complaints Handling etiquette
- Exercise: Role of FOS
Approximately 40 minutes followed by a 10-question assessment.
Suitable for all staff - examples and interactivities designed for staff at all levels. No previous knowledge or experience is required.
SHARD-compliant, responsive display on all devices, accessibility on screen readers, visual design controlled via client style sheet.
Ability to offer optional test-out, whereby users can choose to skip the course content and complete the learning assignment by simply passing the assessment
All Windows, Mac OSX, iOS, Android (Flash-free for mobile compatibility). AICC and SCORM 1.2-compliant, suitable for both hosted and deployed SCORM or AICC.
Fully customisable on Skillcast Portal CMS.
Pre-translated versions not available, but all text content can be exported for translation into all languages.
Based on UK legislation, but suitable for global audiences upon the removal of UK-specific references and translation as necessary.