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2015 Effective Complaints Handling

2015 Effective Complaints Handling - May-mini web

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