The modules in this course give you a useful refresher on how to handle complaints according to the regulatory requirements set by the UK conduct regulator, the Financial Conduct Authority (FCA). The course begins by identifying the types of complaints subject to these regulations and which consumers customers are eligible to have their complaints handled accordingly. It also outlines the internal complaint handling process and the timescales that firms are subject to. Also outlined is the role of the Financial Ombudsman Service (FOS) and their powers when dealing with disputes between complainants and regulated firms, including the timescales relevant to the service they provide. To conclude the course, theres a useful top tips module, giving you help with the skills needed when handling customers who raise a complaint.
This course is suitable for all audiences.
On completing the modules in this course, the learner will be able to:
- identify a complaint that is subject to the regulatory requirements placed on all firms regulated by the FCA,
- recognise whether someone is an eligible complainant, covered under the complaint handling rules and regulations,
- comply with the complaint handling process that all regulated firms must have in place, including the timescales that must be adhered to,
- advise customers how they'll know about your firms complaint processes and what your firm does to comply with reporting and recordkeeping requirements,
- explain to eligible complainants how they can take their complaint to the Financial Ombudsman Service and the relevant timescales for both the complainant and the firm in question,
- use key soft skills to handle a complaint successfully.
