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 for 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.

Start a Free Trial

Chevron Skillcast chevron graphic
Complaints Handling for the Mortgage Market

About this Course

This SCORM-compatible course is part of our FCA Compliance Library.

The library is available in the Skillcast Standard plan for larger companies or Skillcast Basic plan for those with under 50 learners.

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)

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


What is Complaints Handling in the Mortgage Market?


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




Course Specifications




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.

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.

Start a Free Trial

Chevron Skillcast chevron graphic
FCA Course Library