Finance & Leasing AssociationStart: 10.00 - Finish - 13.30
Introduction
• Objective of training
• What you would like to know by the end of the day
Getting into the detail
• The types of redress – the different names and are they different?
• Types of awards – does it always have to be cash?
• Assessing levels of awards – starting with the ‘ball-park’
Putting it into practice
• The impact and the ripple effect – how to assess what has happened and the redress
• Consistency in awards
Repeat complaints
• Dealing with repeat complainers when it comes to D&I
Wrap up
• Objectives of training
• Did you find out what you wanted to know?
• Time for questions
OUTLINE & OBJECTIVES
The FCA’s complaint handling rules exist to provide a framework of what should be done and when. They provide consistency and a minimum standard for firms to work to. But what they don’t do is tell firms how best to approach and resolve complaints, nor do they talk about the common mistakes firms make that have a massive impact on both them and the customer.
All too often firms can feel lost or confined by a process that doesn’t tell them ‘how’ to resolve issues that means the best for them and their customer. It leaves firms feeling deskilled - never sure how to properly resolve a complaint and communicate this to the customer in a meaningful way. And it leaves customers feeling frustrated, resulting in more complaints being referred to the Financial Ombudsman Service than necessary.
This practical course will help you to understand how to reach the right amount of redress, using principles and knowledge from our experience at the Financial Ombudsman Service. Covering the very basics of DISP rules, to what to look for in the complaint and how to engage with the consumer to build a picture of what happened and how to provide awards in a persuasive and credible way. By avoiding the common pitfalls, you can regain the trust of your customer and be confident in your ability to get to the heart of the complaint.
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 organisations.
