Developing and Applying Investigation, Communication and Knowledge to nail Final Response Letters.
If you handle complaints or customer queries, or have oversight for these areas in a FCA regulated firm, this course will help you:
• Understand why you need the Final Response Letter to work for you and your customer.
• Know the key steps to take before writing the letter to make sure you understand your customer and their complaint.
• Avoid common mistakes when it comes to tone, length and content of the Final Response Letter.
• Have the best chance of resolving the complaint with the customer and reducing unnecessary referrals to the FOS due to poor communication.