Final Response Letters

A Final Response Letter has a lot of weight on its shoulders. It’s the last impression you leave your customer with, and the first impression you make on FOS, the FCA and anyone else who cares to look at it.

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
• 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 and reduce unnecessary referrals to FOS

This very practical half day online course will help you to understand what makes for a successful Final Response Letter, by taking you back to the very basics of DISP rules, to building a picture of the consumer and the complaint, right up to being able to write in a persuasive and credible way. By avoiding the common pitfalls, you can regain the trust of your customer and be confident that you’ve really got to the heart of the complaint.