Complaints Handling E-learning for the Insurance Sector
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45 Minutes -
For all staff
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UK
Many complaints are won or lost in the first conversation. How an insurer listens, records and responds shapes the outcome long before a case reaches the Financial Ombudsman Service (FOS). This in-depth complaints handling course helps UK insurance staff handle complaints fairly and in line with the FCA Handbook.
Learn who counts as an eligible complainant, how the dispute resolution (DISP) rules set the stages of the complaints resolution process, and why time limit rules matter. We look at how to treat complainants fairly, including those facing customer vulnerability, and how the Consumer Duty raises the bar. Root cause analysis turns individual cases into lessons, while redress and remedial action put things right. The course also covers the Society of Lloyd’s complaints handling arrangements, record retention requirements and complaints reporting to the FCA.
What you’ll learn in
this course
- Recognise complaints and the importance of dealing with them appropriately
- Recognise how the Firm 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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Safeguarding the Vulnerable
Safeguarding failures are rarely about people who did not care. They happen because someone noticed something, was unsure, and said nothing. This course removes that hesitation by making the threshold for raising a concern explicit. For firms serving customers in vulnerable circumstances, it also supports the Consumer Duty expectation that vulnerability is identified and acted on rather than recorded.
Market Abuse Compliance E-Learning Course
Inside information moves through support functions long before it reaches a trading decision, which is why restricting this training to the desk leaves the obvious gap unaddressed. Enforcement in this area is personal as well as corporate. Covering all staff gives your firm a consistent standard and removes the argument that someone outside the front office did not know the rules applied to them.
Data Protection Compliance Training Course
Most reportable breaches come from ordinary mistakes: an email to the wrong recipient, a file left accessible, a request nobody recognised. The seventy-two hour reporting clock does not care how the breach happened. Annual data protection training across all staff is both a practical control and the baseline the ICO expects to see when it assesses whether an organisation took its obligations seriously.
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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
The course starts with a fraud definition and the Fraud Act 2006, which sets out three routes to fraud: by false representation, failing to disclose information and abuse of position. Penalties for fraud are serious, as are the wider consequences for the people and firms involved. The e-learning also covers types of fraud: identity fraud, online fraud, supplier fraud, employee fraud and authorised push payment (APP) fraud, plus card payment fraud, including card not present (CNP) and contactless fraud. You’ll also learn about where cybercrime comes into play, money laundering risk and reporting fraud through whistleblowing.
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
Fire wardens are appointed and then frequently left to work out the role themselves, which becomes obvious during a real evacuation rather than a drill. Sweeping procedures, assisting people who need help and accounting for visitors all need to be understood in advance. Training your wardens properly is a specific legal expectation under fire safety legislation, and it is the part of the plan most often untested.
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Bribery Prevention Compliance E-learning Course
Active bribery is offering or giving an advantage, and passive bribery is requesting or accepting one. Both are offences. Corporate liability means a firm can be prosecuted when associated persons, such as third-party agents, pay a bribe on its behalf. Meanwhile, strict, zero-tolerance rules apply to facilitation payments and the bribery of foreign public officials (FPOs). The course covers all that and more, including whistleblowing procedures.
Anti-Money Laundering and Counter-Terrorist Financing E-learning Course
Money laundering offences carry personal criminal liability, and failing to report a suspicion is itself an offence in the UK. Suspicion is usually formed by someone noticing that an explanation does not hold together. Training all staff rather than only the financial crime team gives your firm the detection coverage its systems cannot provide, and supports the training obligation under the Money Laundering Regulations.
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Lone Working
Lone workers are more widespread than most organisations realise: home workers, staff visiting customers, early and late shift workers and anyone in a building outside normal hours. Standard risk assessments assume someone else is nearby. Making lone working visible as a category is the first step to managing it, and it protects people whose situation would otherwise go unassessed.
Asbestos
Asbestos remains present in a large proportion of buildings constructed before 2000, and disturbance during maintenance is the most common cause of exposure. The disease appears decades later. Anyone whose work could disturb building fabric needs awareness training as a legal requirement, and it is one of the clearest cases where training prevents harm nobody would otherwise see coming.
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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.
Equality and Diversity E-learning Course
Discrimination claims usually begin with something that felt minor at the time: a comment, an assumption, a decision explained badly. Staff who understand the categories recognise the risk earlier and challenge it sooner. A short, workforce-wide course establishes the shared standard that everything else in your equality programme depends on, and gives managers a common reference for the conversations that prevent escalation.
