Course description
With the Consumer Duty in place from August, October seems a good time to reflect (in a safe space) at our progress so far and what else we might still need to do, to be able to demonstrate to the FCA that customers who complain are receiving good outcomes.
In this session, we'll focus on the practical impact the Consumer Duty has had (and continues to have) on our approach to, and handling of, customer complaints.
We'll also take a look at the types of complaints we're starting to see from customers where the Consumer Duty is being mentioned, and what we can learn from the Financial Ombudsman Service.
And with complaints data and customer insight being used by the FCA now, to measure whether a firm's behaviour and culture towards its customers is in keeping with its expectations, we'll look at this too, to make sure we're able to pull together everything we need to.
Upcoming start dates
Suitability - Who should attend?
The course will be of value to those who have strategic or operational oversight for complaints handling teams or any areas handling customer complaints.
Outcome / Qualification etc.
Following the course, a certificate of attendance will be provided to demonstrate their CPD activity to a professional body.
Training Course Content
If you oversee a complaints function in a FCA regulated firm, this course will help you to:
- Provide reassurance about the progress your firm has made, and highlight any areas where your firm could make further changes
- Identity the types of complaints made under the Consumer Duty and what we can take from what we (and the Financial Ombudsman Service) are seeing
- Review the data and insight we're collecting, to make sure it's telling us everything we need to know as well as showing it to the FCA
Course delivery details
The course programme will comprise a blend of trainer presentations, group discussion, practical examples and case studies. There will be ample opportunity for questions, experience sharing and networking. All course materials (and at face-to-face events, refreshments and lunch) will be provided.
Reviews
Average rating 5
I attended the Customer Duty course on the 22.06.2022. It was a good course and I could highly recommend it. The tutor was knowledgeable, professional and bought the group toget...
The content and delivery were excellent. It provided a platform for discussion on the subject matter and enabled all to share their thoughts and experiences which was cemented w...
I enjoyed the structure of the course and the level of formality. What I found particularly engaging was that at times it felt more of a coaching session than your traditional t...