Complaints Handling eLearning

Overview

This interactive and engaging eLearning module provides a clear and concise introduction to the FCA’s Complaints Handling rules.

It explains how staff can identify a complaint, and why complaints are important to firms, and to the regulator. It also explores the arrangements that firms must put in place to meet their regulatory obligations, including the record-keeping and reporting rules, as well as the time limits that firms must adhere to.

The module also considers the role of the Financial Ombudsman Service (FOS), and explains which clients are eligible to have their complaint reviewed, as well as the limits to compensation.

This module and the end assessment can be tailored to incorporate client-specific content.

Who is this for?

This eLearning module is suitable for staff at all levels, in both front-office and operational roles, and can be used for those who are taking on a new position, as well as a refresher for existing staff.

Course Details

Why do complaints matter?
What is a complaint?
Who can complain?
Policies and procedures
Resolving complaints
Types of complaint
Time limits
Financial Ombudsman Service
Records and reporting
Assessment

Delivery

Our interactive learning is delivered online, so all you need is an internet-connected device – we’ll do the rest.

We handle every part of the set-up process, from customising your individual Learning Management System (LMS), loading staff data, setting up a deployment and reminder schedule and reporting on progress.

In addition, administrators can also have access to all of these tools too, giving you the flexibility to be involved as much or as little as you prefer.