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.

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)

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

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

Course Specifications

Structure

Approximately 45 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.