Complaints Handling - Mortgage Market

The FCA outlines complaints handling rules in the Dispute Resolution Sourcebook (DISP). This guidance applies to the mortgage market, intending to treat both lenders and mortgage clients fairly.

A complaint refers to an expression of dissatisfaction, delivered orally or in writing, resulting from financial loss, material distress or inconvenience.

Our Complaints Handling in the Mortgage Market explains the procedures involved in dealing with mortgage client complaints and the best practice for complaints handling.

For those in leadership, we have a companion course entitled Complaints Handling for Managers.

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Complaints Handling in the Mortgage Market

About this Course

Available as part of our FCA Compliance Library.

Learning Objectives

This course will prepare you to:

  • Recognise what amounts to fair treatment of mortgage customers
  • Differentiate between the responsibilities of lenders and intermediaries
  • Follow the complaint handling rules
  • Demonstrate the skills needed to handle complaints
  • Identify ways to communicate with complainants
  • Understand the role of the Financial Ombudsman Service (FOS)

Course Outline

Welcome

What is Complaints Handling in the Mortgage Market?

Introductions

Conduct of Business Rules - Mortgages & banking

- Financial promotion
- Exercise: Financial promotion
- Unapproved material
- Unapproved materials - analysis
- Providing mortgage advice
- Exercise: Providing mortgage advice
- Providing mortgage advice - analysis

Understanding clients' needs

- Case 1
- Case 2
- Case 3
- Exercise: Understanding clients' needs - Case 3

Recognising complaints

- Definition of a complaint
- Exercise: Complaints

Dealing with complaints

- DISP timescales
- Dealing with complaints - Case
- Dealing with complaints - Case outcome
- Exercise: Purpose of complaints handling

Treating complaints fairly

- Case 1
- Exercise: Treating complaints fairly - Case 1
- Meeting the FCA's expectations
- Scenario: Treating customers fairly

The Financial Ombudsman Service (FOS)

- FOS decision-making
- Exercise: FOS decision-making
- Consequences of FOS decisions
- Complaint handling at its best

Summary

Affirmation

Assessment

FCA Course Library

Our FCA Course library of over 60 training modules covers everything from high-level and conduct of business standards to thematic topics, including treating customers fairly.

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FCA Course Library

Course Specifications

 

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Structure

Approximately 45 minutes followed by a 10-question assessment.

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Audience

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

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Design

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

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Test-Out

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 

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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.

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Tailoring

Fully customisable on Skillcast Portal CMS.

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Translation

Pre-translated versions not available, but all text content can be exported for translation into all languages.

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Localisation

Based on UK legislation, but suitable for global audiences upon the removal of UK-specific references and translation as necessary.