The Complaints Handling Training Course – FCA Requirements

£550.00 +VAT

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FCA Complaints Handling Course Overview

The ability of retail consumers to be able to complain to financial services firms is regarded as being of the utmost importance by the FCA. In June 2016 a revised procedure was introduced scrapping the previous “24 hour” dispensation and replacing it with three days, plus a requirement to send a resolution summary and report the complaint.   

It is crucial for all firms to have transparent, efficient and effective complaints handling processes and procedures in order to comply fully with the latest FCA Rules.  This course will go through what the FCA expects a firm to have in place, as well as providing detail on the systems that govern complaints handling when a firm and a customer cannot agree and a matter is referred to the Financial Ombusdman Service.

Information on the Financial Services Compensation Scheme will also be provided

Complaints Handling Course Objectives

Participants Will:

  • To provide a thorough introduction to the FCA’s rules on the effective handling of complaints
  • To demonstrate the techniques needed to achieve the best complaints outcome
  • How to handle telephone complaints
  • How to deal with challenging complaints
  • How to identify the best response
  • How create real customer satisafction
  • A reminder of the role of the FOS and the FSCS and the obligation to inform clients about them

This course can be presented in-house via live webinar.

Background of the Complaints Trainer

Your course director has spent more than 40 years in the banking and financial sector, much of it in a senior managerial/Director role. He is a former Institute of Banking Lecturer, having gained distinctions in the exams. He is a subject matter aspect on all aspects of retail, corporate and global banking, including risk management and regulatory compliance as well as soft skills.

Mark has trained extensively at both leading global financial institutions and smaller bespoke specialists as well as legal practices.

He has delivered extensive programmes in all parts of the world including the USA, Europe, MENA, Africa and Hong Kong. He is currently an accredited Master Trainer at the world’s biggest global bank where he trains senior middle managers in risk management.   

Training Course Content

Note: Examples will be used throughout the course to enforce and illustrate the learning points

Session 1: Complaints

  • What is a complaint
  • The FCA definition
  • Current FCA focus
  • SYSC requirements
  • Treating Customers Fairly
  • Measuring TCF

Session 2: FCA Rules

  • The November 2014 Thematic Review
  • Key points in the review
  • Examples of good complaint handling from the review
  • Examples of poor complaint handling from the review
  • The June 2016 rules
  • The Key Changes
  • The impact of these changes on regulated firms

 Session 3: Good & Bad Complaints Handling

  • Understanding the customers perspective
  • Your experience as a complainer
  • The first reaction
  • How to listen
  • Sounding confident, caring & helpful
  • Building rapport
  • Active listening
  • Gathering & recording information

Session 4: Telephone Complaint Handling

  • Make clear at the outset you are glad the client is bringing a shortcoming to your attention
  • Be apologetic and be clear that you want to resolve the complaint amicably and quickly
  • Establish as many of the facts as you can
  • The importance of body language, tone and manner
  • Be clear about the root complaint.
  • Have in mind a likely outcome but be flexible
  • Let the client talk and talk.
  • Avoid “techno babble” and “legal speak” at all costs
  • Managing the conversation without making it obvious
  • Deciding “what happens next”
  • Putting things back on a positive track
  • Getting clear responses

Session 5: Dealing With Challenging Calls

  • We are all uncomfortable making complaints
  • Anger is a safety valve – it is not directed at you personally
  • Defusing a difficult situation
  • Gaining the customers respect
  • Gaining the customers understanding
  • Identifying common ground

 Session 6: Identifying The Best Response

  • Techniques to set a clear objective
  • Responding to complaints when you are at fault
  • Negotiation, assertiveness and empathy – a challenging mix.
  • Making concessions and/or when to stand firm
  • Tact, diplomacy – useful phrases
  • Avoiding lengthy responses to questions which repeat the complaint
  • How to give bad news – up front and with empathy

Session 7: Creating Real Satisfaction

  • Agreeing a remedy
  • Explaining what can or will be done
  • Improving understanding
  • Anticipating future requirements

Session 8: The Financial Ombudsman Service

  • When a complaint goes to the FOS
  • FOS’s duties and obligations
  • FOS’s powers
  • Compensation
  • Redress

Session 9: The Financial Services Compensation Scheme

  • Role of FSCS
  • Powers of FSCS
  • Compensation Limits

Course Conclusion

  • Summary, Open Forum, Wrap up.

 

 

What Redcliffe’s clients are saying about the course 

“Great trainer, clear materials and good examples”

“The trainer created a very open and friendly atmosphere, which only made the course more enjoyable and interactive” 

“Good depth of content and information!” 

“Good examples that clarified understanding of the FCA review” 

“Advice on how we should deal with complaints and sharing experiences with other participants was very helpful”

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10 October 2018