Training
Complaint Handling
Ensuring that organisations treat their customers fairly is at the heart of the FSA’s consumer protection agenda. It is vital that customers know that if something goes wrong, their complaint will be dealt with in a reasonable way and that they will get a fair outcome.
The FSA expect regulated organisations to deal properly with any complaint made by a consumer, no matter what the subject of the compliant.
A complaint being an oral or written expression of dissatisfaction justified or not - about any financial services activity provided or withheld by an organisation. In circumstances where the complainant has suffered financial loss (or may do in the future), material distress or material inconvenience.
Effective and transparent procedures need to be in place for dealing with complaints, they need to be dealt with reasonably, promptly and documented.
GP provides 1, 2 & 3 day customer complaint handling workshops and consultancy which are tailored to meet your specific requirements, processes and policies.
Course Outline – FSA Regulated Complaint Handling
Case Study - Complaint Handling Development Programme
