The Training Environment For Financial Services

The Art of Handling Complaints

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Outline & Objectives

The FCA’s complaint handling rules exist to provide a framework of what should be done and when. They provide consistency and a minimum standard for firms to work to. But what they don’t do is tell firms how best to approach and handle complaints, or talk about the impact people have on a process like DISP. 

Customers don’t judge firms when things are going well. But your customers will judge a firm when something has (in their eyes) gone wrong, and when they look to you (yes you) to put it right. It’s also often the moment when a customer feels they’ve got to experience a firm’s true attitude towards its customers.  

This very practical course will help you to get under the skin of complaints, to understand more about how complaining can make customers feel and react, and what they are really unhappy about. It will explore what handling complaints is like in the real world, what to avoid doing and what to do to get things back on track.

If you handle complaints or customer queries, or have oversight for these areas in a FCA regulated firm, this course will help you:

  • Build on what you need to do under the basics of DISP
  • Understand what drives people to complain, and what can get in the way 
  • Know how people think, feel and behave when they complain
  • Avoid common complaint handling mistakes
  • Have the best chance of reducing unnecessary escalations and referrals to FOS

Who will benefit?

The course will be of value to those handling or overseeing complaints, and frontline and ‘business as usual’ customer queries and journeys, including Complaints, Customer Services, Customer Experience, Operations, Compliance, Legal and Quality Assurance professionals in FCA regulated organisations.

Training Approach

This informal workshop uses a combination of trainer input, knowledge sharing and talking through real-life situations. We recommend the group is kept to a maximum of 16 people to enable delegates to get the most out of the day.

Course Agenda

Topics covered may include but are not limited to:

  • Getting the basics right
  • The pyschology of complaining
  • Customer expectations and expectations on customers
  • Common complaint handling mistakes
  • What to do when things just get a bit difficult
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