This virtual half day course will help demystify Distress & Inconvenience awards, to understand more about how to arrive at a figure of redress, how to achieve consistency and to master what this type of redress is used for.
The Financial Ombudsman Service provides basic information in relation to Distress & Inconvenience awards, but this doesn’t cover how firms can better understand how to arrive at a figure for this type of compensation. Nor does it advise firms how best to position this with their customers.
Customer complaints come in a myriad of different forms, making it hard to understand and deliver the consistency that firms would like when it comes to Distress & Inconvenience awards. The customer’s expectations that a firm understands what they want means that a firm can very easily get sucked into a long drawn out conversation solely around this topic and not the complaint itself.
Who will benefit?
The course will be of value to those handling or overseeing complaints, and frontline and ‘business as usual’ customer queries and journeys, including Complaints, Customer Services, Customer Experience, Operations, Compliance, Legal and Quality Assurance professionals in FCA regulated firms.