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







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
- Course can be tailored to meet your specific requirements
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.
2. Complete Bundle
Buy all of the Compliance, Health and Safety or Performance Training courses in one great value package and receive unlimited benefits.
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 |
- 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.
Get a QuoteWhy 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.