Event Summary

Join our Consumer Duty online training to improve your skills in managing complaints and navigating the escalation process in line with Financial Conduct Authority (FCA) regulations.

Gain valuable insights into the FCA’s responsibilities and the Dispute Resolution: Complaints (DISP) rules that are essential for effective complaint management. Learn how the Financial Ombudsman Service (FOS) operates, the types of cases they handle, and the implications for firms when complaints escalate beyond initial resolutions.

Understand the significance of Consumer Duty in managing complaints, addressing customer expectations, and developing strategies for effectively handling complaints from vulnerable individuals.

Our expert trainer will cover best practices for thoroughly investigating complaints, communicating with complainants, drafting final response letters, and employing effective conflict resolution techniques.

Understand the importance of management information, focusing on monitoring complaint data and trends, fulfilling reporting requirements, and utilising feedback for continuous service improvement.

By the end of this training, you will be equipped to enhance your firm’s complaint handling capabilities and ensure compliance with regulatory standards throughout the escalation process. Don’t miss this opportunity to strengthen your professional skill set in complaint management.