FCA - Complaints Rules and Practical Management

A half day seminar presented by Branko Bjelobaba FCII (FCA Compliance Consultant) and Melissa Collett (former Senior Ombudsman, FOS).

This event, for FCA regulated firms only (of relevance to general insurance brokers, IFAs and mortgage advisers), will provide an overview of DISP – the dispute handling sourcebook (highlighting recent changes) - as well as covering reporting requirements made under the RMAR and why consumers make complaints to the sector. Melissa, who spent 11 years at the FOS and made some 1,500 legally binding decisions, will then share her experiences on mitigation and management of complaints and how to avoid costly disputes. We will allow ample discussion on areas that can be improved and there will be a number of case studies and the event will be an interactive one

By the end of this event members will have gained an insight into:

• Current DISP rules;
• What MI needs to be collated/reported;
• What do people complain about;
• Effective complaints management;
• How can you minimise complaints.

Advance booking is essential. Please download a booking form below. This event is not bookable online.

Session rates:
CII/PFS member - £200 + VAT
Non-members - £300 + VAT

Please contact info@branko.org.uk (0800 619 6619) with any queries.

http://www.iilondon.co.uk/media/7729/fca-booking-form-14-march-2017.pdf

IIL lectures are open to Lloyd's pass holders and CII and PFS/SMP members.
All attendees must register online by 10.30am on the day of the lecture.
All attendees must produce photo ID - either a Lloyd's pass, driving licence with photo or valid passport.

Conditions:

• Email confirmations and photo ID must be produced to security staff at the lecture venue
• Attendance confirmations are non-transferable to any other person or lecture
• All venues have limited capacity and registration and/or a Lloyd's pass does not guarantee admission

Please let us know what we can do to make our events fully accessible to you.

CII Accredited