Customer Complaint Handling

Handling customer complaints eLearning courses

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The Collection

Collections are unique solutions designed to bring together the convenience and cost effectiveness of off-the-shelf eLearning with all the benefits of an engaging, bespoke training curriculum.

Our new Collections feature a variety of learning styles and fresh content to improve engagement and provide a long term solution to your training needs.

Using Collections, your organisation can enjoy the best of both worlds, giving you ready-made, holistic training programmes designed to deliver a multi-year training strategy with fresh content year-on-year.

Adaptive Courses

  • An innovative new approach to promote knowledge retention and learner engagement

  • Pre-assessment identifies areas of strengths and weaknesses

  • Course is automatically tailored to cover gaps in learners’ knowledge

  • Significantly reduces unnecessary training time

Our Adaptive Courses

Immersive Courses

  • Scenario-based courses

  • Place the learner at the centre of the experience

  • Test their ability to make the right decisions.

  • Highly interactive; designed to improve learner engagement.

Our Immersive Courses

Customer Complaints Handling

This immersive eLearning course explores how firms can respond to customer complaints effectively and in line with the guidelines set by the Financial Conduct Authority (FCA).

This course will enable learners to differentiate between a regulated and unregulated complaint. The course also explores how to handle, investigate and respond to customer complaints, the preventative actions that can be taken, and the role of the Financial Ombudsman Service in resolving disputed complaints.

Microlearning Courses

  • Short 5-10 minute learning vignettes

  • Focussed on key topics

  • Improve knowledge retention with bite size learning

  • Can be rolled out in response to emerging training needs.

Our Microlearning Courses

Detailed Study Courses

  • Utilises what we would call a ‘traditional’ eLearning approach, meaning that learners are presented with the information then tested at the end

  • Information is presented in an interactive, engaging way

  • Longer, detailed courses

Our Detailed Study Courses

Communications Resources

To positively reinforce the learning messages in our courses we also provide you with a suite of communications resources, including:
  • Engaging resources to print out and display in the workplace

  • Share digitally via intranet, newsletter or display screen.

  • Promote a culture of compliance

  • Reinforce key behaviours

Our Communications Resources

Toolbox Talks

  • Resources based on corresponding courses

  • Designed to facilitate a blended learning experience for small groups.

  • Includes downloadable facilitation notes

  • Use as part of face-to-face training.

Our Toolbox Talks Courses

Phishing Simulator

To positively reinforce the learning messages in our courses we also provide you with a suite of communications resources, including:
  • Send simulated phishing emails to your employees

  • Track and report on who opens them

  • Our AI driven platform will assess their learning needs

  • Auto enrol employees on our Phishing and Information Security courses to make your business more secure
Our Customer Complaint Handling Courses

Customer Complaints Handling

This immersive eLearning course explores how firms can respond to customer complaints effectively and in line with the guidelines set by the Financial Conduct Authority (FCA).

This course will enable learners to differentiate between a regulated and unregulated complaint. The course also explores how to handle, investigate and respond to customer complaints, the preventative actions that can be taken, and the role of the Financial Ombudsman Service in resolving disputed complaints.

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Immersive Courses

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A Flexible Solution

  • Collections are designed to offer a highly flexible, easily scalable and agile alternative to traditional off the shelf training.

  • Our collections offer a variety of different learning interventions and styles, providing each organisation the flexibility to create a training plan that meets their unique requirements.

A Scalable Solution

  • Collections are easily scalable too; whether you need to provide in-depth training, refresher training or a comprehensive schedule of short training activities, each collection provide enough options to roll out a unique training programme year after year.

An Agile Solution

  • As they are off the shelf, our collections are ready when you are and can be deployed quickly and easily in direct response to the changing level of risk being faced by your organisation.

  • Each collection is updated with new courses as we develop them, so your training programme can be fresh each year and your training is always up to date, relevant and effective.

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Customer Complaint Handling FAQs

Keeping a record of complaints, compliments, and resolutions can also be a useful training resource that companies may refer back to.

Customer complaint handling is a key element of the FCA’s consumer protection policy, which states that customers have a right to be treated fairly and complaints handled quickly, easily, and transparently. The way organisations handle complaints can therefore be viewed as a gauge of their culture, ethics, and commitment to the best interests of their customers.

Customer complaint handling

It is good practice for organisations to have an internal complaints procedure that all members of staff – particularly those in customer service – are aware of. Indeed, for companies that are regulated by the Financial Conduct Authority (FCA), maintaining a written customer complaints policy is a mandatory requirement.

The reason for this is that a complaint that is resolved properly, and in a timely fashion, can keep customers happy and relaxed, as well as protecting the firm’s reputation (i.e. from word of mouth or internet review sites). Moreover, by training staff members to conscientiously log complaints and their outcomes, organisations are able to detect reoccurring issues and areas of concern and work quickly to resolve them.

Our ‘Complaints and Compliments’ eLearning course contributes towards organisations’ compliance with FCA guidelines. By completing the course (which invites learners to shadow a customer complaints officer as he receives both complaints and compliments from his clients) employees are brought up to speed on the appropriate way to record and respond to customer correspondence, and the appropriate steps to take during different examples and issues.

Our complaint handling training course is available off-the-shelf for ease of use; we can also work with your subject experts to tailor the approach and information to suit your organisation’s requirements. Using the Adapt Authoring Tool you can even modify our courses yourself.

Keeping a record of complaints, compliments, and resolutions can also be a useful training resource that companies may refer back to.

Customer complaint handling is a key element of the FCA’s consumer protection policy, which states that customers have a right to be treated fairly and complaints handled quickly, easily, and transparently. The way organisations handle complaints can therefore be viewed as a gauge of their culture, ethics, and commitment to the best interests of their customers.

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