By the end of this course you should be able to:
• understand the legitimate channels of communication that can be used by customers to make a formal complaint
• be familiar with the Financial Conduct Authority (FCA) definition of a ‘regulated complaint’
• identify the best way to handle complaints from an emotional perspective
• be familiar with the best ways to investigate, record, and report complaints
• understand the role of the Financial Ombudsman Service (FOS)and how its’ rules impact on complaints’ timelines
• outline record keeping requirements
• identify the need for the firm to make a formal report to the FCA and what the report should contain
• understand the need to maintain a Complaints Register
• comprehend the nature of Root Cause Analysis Methodology and how it should be utilised
