CANCELLED - Being Rearranged CPD WEBINAR: Complaints Handling in a regulated landscape

Course Summary

This webinar will give you an in depth understanding of complaint handling in a regulated environment. We will explore the FCA Complaint Handling rules, and the relevant regulation.

We will tackle the lens of viewing complaints as purely a “nuisance” and refocus to see them as an important opportunity for real time feedback and interaction with our customers.

We will take a look at the different types of complaints, and the applicable processes and timescales for handling them. We’ll also explore the impact of the Consumer Duty on complaints handling with particular focus on good outcomes for our customers.

Through realistic scenarios we will run through examples of complaints and the ways we should handle them.

Course Agenda

• What an eligible complaint is and why complaints are important for firms
• The role of the Financial Ombudsman Service
• The Complaint Handling rules and applicable regulation
• The key stages of handling a complaint
• Record-keeping, reporting, reviews and root-cause analysis

Course Objectives

• Recognise what an eligible complaint is and understand the importance of them to your firm
• Be aware of the Complaint Handling rules, and the role of the FOS
• Understand the process and timescales of dealing with regulated complaints
• Be aware of the FCA’s reporting requirements