Complaints Handling for the Mortgage Market Course
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40 Minutes -
For all staff
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UK
The FCA sets out complaints handling rules in the Dispute Resolution sourcebook, and they apply directly to the mortgage market. This 40-minute course explains how to recognise a complaint, the routes by which one can reach the organisation, the procedure for handling it, and the etiquette that applies.
Mortgage complaints carry unusual weight because the sums are large, the relationship is long, and the customer is often already in difficulty. Handling one badly turns a service problem into an Ombudsman case with costs and publicity attached. Training everyone who speaks to borrowers, not only the complaints team, is what keeps issues resolvable at first contact.
What you’ll learn in
this course
- Recognise complaints and the importance of dealing with them appropriately
- Recognise how the Society may receive complaints
- Know the procedure for handling complaints
- Follow the rules and etiquette for handling complaints
- Understand the role of the Financial Ombudsman Service (FOS)
Hear from our customers
Feefo Customer Rating ★★★★★ 4.9/5
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Market Abuse Compliance E-Learning Course
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Data Protection Compliance Training Course
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First Aid Awareness
Most people freeze in the first minute of an incident because they do not know who to call or what they are permitted to do. That minute matters. Making first aid arrangements visible to everyone, rather than known only to the appointed first aiders, is a low-cost improvement that supports your wider health and safety duties under the Health and Safety at Work Act.
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Fraud Prevention E-learning Course
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Information Security Compliance Training Course
Attackers target people because people are reachable, and most incidents begin with an ordinary action rather than a technical failure. For firms in scope of DORA or facing supplier security assessments, evidence of staff-level security training is now requested directly. Delivering it across the workforce gives you both the practical control and the documentation.
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Fire Warden Training
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Bribery Prevention Compliance E-learning Course
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Lone Working
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Asbestos
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General Office Hygiene
Absence from routine illness costs more in aggregate than any single serious incident, and shared desks, hot-desking and communal kitchens increase transmission. Hybrid working spread the exposure rather than reducing it. Short, practical training on hygiene is a low-cost intervention that has a measurable effect on absence and supports the general duty to provide a safe working environment.
Fire Safety Compliance E-Learning Course
Fire safety legislation places duties on the responsible person, but those duties are discharged through the behaviour of everyone in the building: blocked exits, propped fire doors, overloaded sockets and accumulated waste. A fire risk assessment describes the intended position rather than the actual one. Training all staff is what keeps the two aligned between inspections.
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