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