Customer Complaints Handling

Train your employees to handle regulated customer complaints more effectively.

Key Learning Points:

  • How to identify a regulated complaint
  • How to respond to a complaint effectively
  • What are the steps to take to manage complaints
  • How to mitigate the consequences of mishandled complaints
  • How to identify the root cause of a complaint and the preventive actions that can be taken
Customer Complaints Handling
Customer Complaints Handling
Customer Complaints Handling
Customer Complaints Handling
Customer Complaints Handling
Customer Complaints Handling
CPD Points

Course Overview

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.

Course Details

  • Course duration: 30 minutes
  • Available for translation

    Cost effective solutions exist for 70+ languages.
  • Immersive online training course
  • Certificate on completion
  • Regular course updates
  • Course can be tailored using Adapt Authoring Tool
  • Course can be tailored to meet your specific requirements
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Course Contents

This online training course on Customer Complaints Handling is broken down into the following main topics.

Identifying complaints
Identifying complaints
The FCA handbook defines a complaint as an oral or written expression of dissatisfaction, justified or not, from a person (or on their behalf) about a financial service or redress. This topic covers the definition of a complaint, the difference between a regulated and unregulated complaint, and what to look for when recognising a customer complaint.
Handling complaints
Handling complaints
When a regulated complaint is received, it is not only important to comply with FCA regulation but also ensure timely resolution of complaints. Resolving complaints also prevents them from being escalated to the Financial Ombudsman Service. This topic explores how to handle customer complaints efficiently by following the principles of ACT – acknowledge, confirm your understanding and take responsibility.
Investigating complaints
Investigating complaints
When investigating a complaint, employees should take an objective and impartial approach. An investigation must also consider all information recorded on company systems. This topic enables learners to understand the process of investigating a complaint and the factors to consider while trying to find a resolution.
Managing complaints
Managing complaints
The FCA requires that complaints are managed from receipt of a customer complaint to final response within a strict timeline. This topic covers the key steps to take as soon as a complaint is received and enables learners to understand the entire timeline and reasoning behind each step, documenting the process, reporting to the FCA and maintaining a complaints’ register.
RCA and preventative actions
RCA and preventative actions
If a customer complaint is upheld, regulated firms are required to perform root cause analysis to try to identify preventative actions. This topic enables learners to understand the purpose behind conducting Root Cause Analysis (RCA), the differences between systemic and non-systemic causes and the importance of taking preventive actions.
Financial Ombudsman Service
Financial Ombudsman Service
Preventing complaints from being escalated to the independent official body, Financial Ombudsman Service (FOS), helps save time, reduces the impact on company human resource and reduces the risk of regulatory investigation. This topic covers the role of the FOS, how it helps customers and the legal obligations for companies.

The Assessment

Go behind the scenes at fictional firm Monimate and explore how to deal effectively with regulated complaints and keep customers happy. Take the challenge to make the right decisions to support and respond to dissatisfied customers effectively. Aim for a top Trustzar service rating for Monimate or risk a loss of reputation or a compensation by the Financial Ombudsman Service (FOS).

The goal is to achieve a top-star rating and comply with the FCA's requirements for complaints handling and dispute resolution. Failure to deal with the complaints effectively will lead to not achieving the required star rating and the risk of failing the course.

Learners can take the assessment again to improve their score.

2 Ways of Purchasing

You can purchase our courses individually or for even better value you can purchase the complete range of Compliance, Health and Safety or Performance Management courses in one neat bundle.

1. Individual Licenses

If you buy courses on an individual bases you pay a price per learner, per course per year. You can run these courses on your own LMS if Xapi/SCORM compliant or you can take them online.

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2. Complete Bundle

Buy all of the Compliance, Health and Safety or Performance Training courses in one great value package and receive unlimited benefits including our AI driven Learning Experience Platform, Astute.

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1. Individual Pricing

Number of Learners Cost (per year)
1 - 10 29 / per learner
11 - 20 25 / per learner
21 - 50 20 / per learner
51 - 100 15 / per learner
101 - 150 10 / per learner
150+ POA

Exchange rates are updated regularly but are only intended as a guide.

2. Complete Bundle Pricing

If you buy all the Compliance, Health & Safety or Performance Training in a complete bundle, all features come as standard, no matter the size of your organisation!

Number of Learners Cost (per year)
50 - 100 30 / per learner
101 - 200 25 / per learner
201 - 300 21 / per learner
301 - 400 18 / per learner
401 - 500 15 / per learner
501 - 750 12.50 / per learner
751 - 1000 10 / per learner
1001 - 2500 8 / per learner
2501 - 5000 6 / per learner
5000 - 10,000 5 / per learner
10,000 + POA
Included Features
  • All courses in our catalogue
  • Our Learning Experience Platform ‘Astute’
  • New courses added regularly
  • Branded, downloadable posters
  • Customise Course Content for Your Team
  • Regular course updates
  • Dedicated Account Manager
  • Unlimited help desk support

Exchange rates are updated regularly but are only intended as a guide. Prices are based on a 2 year contract.

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Why FCA Compliance Training is Important

Good customer service is essential for the success of your organisation, especially when things don't go to plan. All authorised firms must follow the Financial Conduct Authority's (FCA) dispute procedures and dealing effectively with customer complaints is critical. Train your staff to understand the significance of regulated complaints and how to manage them. It is not only vital for maintaining good relations with your customers but also for compliance with FCA regulations.

Why FCA Compliance Training is Important


If you have any questions that are not covered here, please get in touch.

How to deal with a customer complaint?
The Financial Conduct Authority's (FCA) regulations require firms to have 'effective and transparent procedures for the reasonable and prompt handling of complaints must be established, implemented and maintained'. This means business must publish a Complaints Policy so that existing and new employees are familiar with relevant procedures involved with handling complaints. Complaint handling can vary as per specific business and sector; however, several procedures are generally accepted as best practice for responding to feedback.
What is a Complaints and Compliments policy?
Regulated firms are obligated to have a Complaints and Compliments Policy under the Financial Conduct Authority's (FCA) regulations. The FCA states that, 'effective and transparent procedures for the reasonable and prompt handling of complaints must be established, implemented and maintained'. The procedures can be 'established' and made accessible to all staff members, board members and contractors via the policy.
What are the timescales for responding to a complaint?
Unless the complaint is resolved within 3 business days, all firms are required to respond in writing to let you the customer know they have received the complaint. Regulated business must respond to a complaint in writing in 8 weeks while payment service providers and e-money issuers must respond to complaints within 15 business days. If a business or firm fails to respond within the relevant time period or the customer is unhappy with the outcome, they can make a complaint to the Financial Ombudsman Service.

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