Online training
Handling Complaints
This Handling Complaints training course explains the principles and procedures for dealing with customer complaints promptly, fairly and effectively.
Geography Covered: EMEA | Duration: 20 minutes
Summary
A firm's reputation for integrity and responsible treatment of customers can be one of its most valuable assets. Despite a firm’s best efforts, some customers will be dissatisfied with the firm’s products or service. While certain complaints may be justified, others may not. Regardless of whether a particular complaint is justified, the manner in which a firm is handling complaints can be crucial to the success of its business.
The Financial Conduct Authority (FCA) views effective complaint handling as essential and has prescribed a series of rules governing how, and when, one should be handling complaints. The FCA imposes substantial fines on firms that fail to comply and may even impose sanctions on individuals within firms, such as banning them from carrying out future customer functions in the financial services industry. Proper complaint handling training is crucial to a culture of compliance.
The topics covered in the course include:
- The importance of a firm’s reputation
- Treating customers fairly
- Dealing with complaints
- Escalated complaints
Try a course and see how easy it can be to keep your employees up to speed