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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

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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

  • Like with all our courses, the Handling Complaints training course was written by experts and powered by world-leading regulatory intelligence, which tracks more than 900 regulators and exchanges globally to ensure the course content is always up to date.

    All our training courses are driven by practical examples and interactive scenarios to ensure users truly understand and recognize the issues of most importance to your business and learn to instinctively act to support them.

    We employ instructional design techniques optimized for risk and compliance training, enabling your business to educate in a way that reduces risk and helps you build a culture of integrity and compliance.

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