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The Effective Complaint 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
A complaints procedure and policy
Complaints management function
Scope of the procedure and the FCA Complaint 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 letters

Standards to be applied
Materials to consult
Dangers of premature adjudication
Reasons why complaints are upheld
Unsuitable advice
Product provider responsibilities
Customer’s misled by non-disclosure
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.