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The Effective Complaints Handling Course

2 half days – using case studies involving real complaints



Objectives of training and complaints handling

FCA rules – DISP 1.1A for MiFID cases

FOS materials


Building the complaints procedure

The meaning of “complaints procedure” and “policy”

Uses of procedures and policies

Identifying the complaints management function and its role

Scope of the procedure and the FCA Complaints Rules (DISP)


Advanced disclosure of the complaints process

Summary details and their uses

Website disclosure of how to complain


Identifying Complaints

Definition of complaints

Defining expressions of dissatisfaction

Digital media comment

Third party complainants

Eligible complainant definitions – business customers

Handling the complainant who doesn’t want to complain

Complaints about another firm and forwarding


End of the next three business day rule



Time-limits and content

Obtaining authorities – handling third party cases



Who? Need for independence

What needs to be investigated?

How to investigate

Obtaining the version of events of all people involved

Relationship between discipline and investigations

8-week and other holding letters



Standards to be applied

Materials to consult

Dangers of premature adjudication


Reasons why complaints are upheld

Unsuitable advice

Product provider responsibilities

Clear, fair and not misleading issues

Bad administration

Compensation principles

Interest rates and tax

Customer unreasonableness


Final Response

Regulatory requirements – standards and letter form

Structure and live demonstration of the letter

Replying to the unintentional complainant

Referring the customer to FOS and the Pensions Ombudsman

Dealing with obstructive customers


Financial Ombudsman Service

Limits on FOS’ powers

Jurisdictional filter – refusal to investigate cases within jurisdiction

FOS procedure

Awards – limits and obligations to honour them


Reporting and publishing complaints data

Basic principles – Q&A


Root cause analysis

Learning from cases

Identifying recurring or systemic issues

Remedying them

Techniques for doing root cause analysis

Management information

Get in touch

Contact Adam by e-mail, phone or post at:

E-Mail: or

Mobile: 07900 248150

The Attic, 117 Priory Road, London NW6 3NN.