Complaints Handling for Managers Course

One of the three operational objections of the FCA is to protect consumers. Financial firms are required to follow a principles-based approach to dealing with client complaints. Managers play a vital role in enforcing this.

Managers and supervisors are responsible for ensuring there are sufficient resources for handling complaints. Their responsibility extends to checking that the complaint handling systems work properly to serve the client.

Our Complaints Handling for Managers Course explains the FCA's rules on how best to manage complaints from retail clients in the financial services sector.

About this Course

Available as part of our FCA Compliance Library.

Learning Objectives

This course will prepare you to:

Recognise complaints and the importance of dealing with them appropriately
Understand the manager's role in ensuring that complaints are handled compliantly
Recognise how the Firm may receive complaints
Know the procedure for handling complaints
Follow the rules and etiquette for handling complaints
Understand the role of the FOS

Latest Course Updates

Course redesigned with a more modern feel
Full review conducted by an FCA expert
Text & image updates throughout the course

Course Outline

Welcome

Introduction

- Expression of dissatisfaction
- Eligible complaints
- Complaints handling
- Exercise: Complaints handling

General requirements

- Scenario: General requirements
- Requirement to inform
- Dealing with the complaint
- Scenario: Dealing with the complaint
- Redress
- Systems & controls
- Scenario: Systems & controls
- Time limits, record keeping & reporting
- Rejecting a complaint
- Categorising complaints
- Exercise: General requirements

Time limits for dealing with a complaint: Acknowledgement

- Progress
- Final response
- Responses earlier than eight weeks
- Speed & quality of response
- Exercise: Time limits

Monitoring complaints

- Scenario: Monitoring complaints

Record keeping & reporting

- Internal reporting
- Six-monthly reports to the FCA
- Exercise: Record keeping

Role of the FOS

- Formal & informal settlements
- Scenario: Formal & informal settlements
- Completely independent
- Exercise: Role of the FOS

Summary

Affirmation

Assessment

Course Specifications

Structure

Approximately 35 minutes followed by a 10-question assessment.

Audience

Suitable for all staff - examples and interactivities designed for staff at all levels. No previous knowledge or experience is required.

Design

SHARD-compliant, responsive display on all devices, accessibility on screen readers, visual design controlled via client style sheet.

Compatibility

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.