Complaints Handling FCA Compliance
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40 Minutes -
For all staff
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UK
Complaint numbers in UK financial services have risen year on year, and the rules protect a firm's reputation for integrity and client service. This 40-minute course helps staff recognise a complaint, understand how one can arrive, follow the handling procedure, and understand the Financial Ombudsman Service's role.
The FCA reads complaints data as a conduct indicator, and the way a complaint is handled often matters more than the issue that caused it. Cases usually escalate because nobody logged them as complaints in the first place. Training all staff who have customer contact protects your Ombudsman referral rates and improves the root cause information your firm reports.
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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