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2014 Effective Complaints Handling

2014 Effective Complaints Handling - November web mini

Financial Services firms which are regulated by the FCA are subject to Dispute Resolution Rules (DISP) for complaint handling. By the end of the course delegates will have a thourough understanding of the procedures required to meet the new regulatory standards.

By the end of the course, delegates will:

  • Have a thorough understanding of the procedures required to meet the regulatory standards for dealing with complaints
  • Be able to identify techniques to deal with complaints confidently and positively
  • Have improved skills in active listening, problem solving and conflict resolution
  • Learn how to obtain the best result for each complaint received