Effective Complaints Handling

Image for Effective Complaints Handling

The Financial Conduct Authority’s complaint rules (DISP) provide a detailed explanation of its expectations for the management of Customer Complaints. Complex and detailed in nature, they need to be navigated with care but should always be central to a firm’s complaints process and culture.

This half-day virtual event will help you consider a “best practice” approach to complaints management, with consideration given to how a complaints process can improve customer relations and help you manage your regulatory requirements.

By attending this event, delegates will be able to:

• Update and refresh knowledge of the regulatory requirements in respect of complaints management
• Consider key areas of the DISP rulebook
• Consider the FCA Principles for Business and how this impacts a firm in respect of its regulatory responsibilities.
• Consider FOS, what it is and what it is there to achieve
• Consider FCA expectations of complaints handling and industry best practice, from identifying complaints to final responses
• Discuss and debate the concept of Root Cause Analysis, what it is, mechanisms for feedback and how this can be used to improve processes and customer experience

Event details

Event Date 14 Jun 21
Event Times 10.00 - 13.30
Event Venue On-Line Course
Event Price Members £238.80 inc VAT
Non members £358.80 inc VAT
Download event flyer Download flyer

Become a member

What are the benefits of becoming an FLA Member?