If your role involves working with The Financial Ombudsman Service, it can sometimes feel very confusing working with its processes. There is very little information available in terms of what each part of their process means for you. This can make it difficult to be able to identify who you’re communicating with and what you can do to constructively challenge the FOS or a decision that has been issued.
If you are responsible for oversight within a complaint handling function or a customer facing area, in an FCA regulated firm, this course will help you:
• Identify strategies firms can use to engage positively and constructively with the FOS.
• Understand more about the FOS process from start to finish including:
The ombudsman decision process
The role of the independent assessor
• Key things to look for within individual aspects of the process, to better understand when to push back.
This very practical half day online course will help you understand more about how the ombudsman process works and what it looks like. This will help you work more efficiently and effectively with the FOS, by identifying where individual complaints sit within it, as well as work more constructively with its member of staff and help you have a better, more effective experience of working with the Ombudsman Service.