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