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

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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
Immersive online training course
Certificate on completion
Regular course updates
Course can be tailored using Adapt Authoring Tool

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Course Contents

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

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

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

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

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

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

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.

Who Should Take This Course?

This eLearning course is suitable for all customer-facing employees of firms regulated by the FCA. Customers Services Representatives, Complaints Handlers, Support Team Members, Account Managers

Customers Services Representatives
Complaints Handlers
Support Team Members
Account Managers

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 course concludes with a short assessment test where they will need to demonstrate their knowledge and understanding by answering 80% of the questions correctly to pass the course successfully. 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.

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2. Complete Bundle

Buy all of the Compliance, Health and Safety or Performance Management courses in one great value package and receive unlimited benefits.

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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.

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2. Complete Bundle Pricing

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

Number of Learners	Cost (per year)
1 - 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
New courses added regularly
Branded, downloadable posters
Customise Course Content for Your Team
Astute eLearning Platform
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.

FAQ's

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

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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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Customer Complaints Handling