Online Programme: A Practical Guide to Effective Complaints Handling

PROGRAMME

Start - 10:00 - Finish 13:00  

 

 

Why do people complain?

  • What drives people to complain?
  • What makes people behave the way they (sometimes) do?
  • The key complaint themes for 2023

 

What the rules say

  • What the FCA expects

What is a complaint?

  • What is a complaint?
  • How to spot a complaint
  • What is root cause analysis, and do how we fit in?

 

Handling the complaint

  • The importance of communication.
  • Critical thinking and how to investigate well.
  • Handling difficult emotions and conversations.
  • Weighing up information.
  • Bringing it all together.

 

Assessing the outcome

  • Understanding the impact and ripple effect.
  • When is the right time to make a payment for distress and inconvenience?

 

Communicating the outcome

 

  • When and how
  • What you say and how you say it

The Financial Ombudsman Service

  • How it works and how to work well with it.

 

Become a member

What are the benefits of becoming an FLA Member?