Final Response Letters

Effective Final Response Letters - Developing and Applying Key Knowledge and Approaches

This practical course will help you identify what makes an effective final response letter that is fully understood by the customer, enabling them to make an informed choice about the outcome.

The DISP rules provide basic information in terms of what should be included and more recently the Consumer Duty has detailed the FCA’s expectations for written communication. However, they do not explain how to write an effective, good quality response to resolve a complaint.

If you handle complaints or customer queries, or have oversight for these areas in a FCA regulated firm, this course will help you to: 

• Understand the requirements of DISP and Consumer Duty when it comes to effective written communication

• Understand what is meant by an ‘effective’ final response letter

• Gain a better knowledge of effective communications to different demographics and the key skills needed to aid understanding for customers

• Review and appraise examples of final response letters objectively

The course will be valuable to anyone handling or overseeing complaints as well as those involved in 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 organisations.