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.
Available as part of our FCA Compliance Library.
This course will prepare you to:
- Financial promotion
- Exercise: Financial promotion
- Unapproved material
- Unapproved materials - analysis
- Providing mortgage advice
- Exercise: Providing mortgage advice
- Providing mortgage advice - analysis
- Case 1
- Case 2
- Case 3
- Exercise: Understanding clients' needs - Case 3
- Definition of a complaint
- Exercise: Complaints
- DISP timescales
- Dealing with complaints - Case
- Dealing with complaints - Case outcome
- Exercise: Purpose of complaints handling
- Case 1
- Exercise: Treating complaints fairly - Case 1
- Meeting the FCA's expectations
- Scenario: Treating customers fairly
- FOS decision-making
- Exercise: FOS decision-making
- Consequences of FOS decisions
- Complaint handling at its best
Approximately 45 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.
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.