2010 Effective Complaints Handling - Programme

Programme

09:30 Agenda and objectives

10:00 Keynote presentation - Speaker: Representative, Financial Ombudsman Service

• Recent trends
• Common problem areas / real life issues
• Improving performance

10:45 Complaint handling procedure

• DISP - Dispute resolution handbook
• Banking code
• FLA schemes and expectations
• Applications to non-eligible complainants
• Individual member schemes

11:45 Recognising complaints

• The definition of ‘complaint’
• Complaint forwarding
• Examples

12:45 Lunch

13:45 An update on the FLA complaints process,

Megan Charles, Code Compliance and Policy Adviser, FLA

14:15 Effective implementation

• Benefi ts of effective complaint handling
• Complainants’ expectations
• Interpersonal / communications skills
• Dealing with emotional complaints
• Internal education and implementation

15:15 Creating real satisfaction

• Objective investigation
• Considering of the wider circumstances
• Deciding on an appropriate response
• Presenting the response to the complaint

16:00 Root cause analysis

• Regulatory requirements
• Existing internal processes
• FLA guidance

16:30 Summary and close

• Summary against objectives
• Delegate learning points and action
• Feedback

• Skills and Development Archive
• Booking Terms and Conditions

• 2010 Effective Complaints Handling
• How to register
• Programme
• Directions
• Speakers
• CPD Points
• Who should attend