A Practical Guide to Effective Complaints Handling

This online course has been created to help frontline staff develop a “best practice” approach to handling customer complaints. 

The FCA’s complaint rules (DISP) provide a detailed explanation of expectations for the management of customer complaints. Complex and detailed in nature, they need to be navigated with care but should always be central to a firm’s complaints process and culture.

This practical session goes beyond the complaints handling rules, to explore why customers complain, why they might behave the way they do, how to respond in challenging situations, and how to investigate a complaint to ensure a right and good outcome is reached.

 The course covers:

• The basics – the rules and why we do what we do
• Everything from identifying and acknowledging a complaint to communicating an outcome 

• The complaints process from start to finish
• Working with the customer – handling difficult conversations and emotions
• Investigating the complaint to reach a good outcome
• Communicating an outcome effectively 

• The Financial Ombudsman Service
• How it works and how to work with it 

Who will benefit?

This course is ideal for staff who are new to handling complaints in FCA regulated firms, including professionals in the area of customer services, customer experience, operations, compliance, legal and quality assurance.