Course description
Complaints and the Consumer Duty (Public Course) - In House Training
With the FCA’s increasing expectations on firms to ensure good customer outcomes, the spotlight on complaints teams (and the people who have oversight for them) has never been as bright or as focused.
Complaints data and insight from firms is one of the cornerstones being used by the FCA now, to measure whether a firm’s behaviour and culture towards its customers is in keeping with its expectations – particularly those the FCA have set out under the Consumer Duty.
But what do good customer outcomes look like in a complaints setting? And what role will complaints teams have in evidencing a firm is learning and acting on its customer feedback and complaints?
There’s a lot of noise about the Consumer Duty. So, this practical session focuses on the impact of the duty on one area, customer complaints. It will take you through the FCA’s expectations and what your firm can do to meet them – from the way customers raise their complaints and the skills complaints handlers will need, to reaching good customer outcomes that reduce the chances of cases ending up at FOS.
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.
CPD hours: 3
- Understand how the FCA’s Consumer Duty relates to complaints teams
- Gain insights into what this means for how we handle customer complaints in practice
- Identify the degree of monitoring and evaluation you might need to demonstrate good customer outcomes
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.