Understanding Complaints and FCA Regulation


Welcome to our comprehensive course, “Understanding Complaints and FCA Regulations.” Gain the expertise to navigate customer complaints and comprehend Financial Conduct Authority (FCA) regulations effectively. Delve into legitimate communication channels for formal complaints and grasp the FCA’s definition of a ‘regulated complaint’. Learn emotional intelligence techniques for complaint handling and discover optimal methods for investigation, recording, and reporting. Understand the Financial Ombudsman Service’s role, complaints’ timelines, record-keeping obligations, and the formal reporting process to the FCA. Master the maintenance of a Complaints Register and delve into Root Cause Analysis Methodology.

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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

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