The Training Environment For Financial Services

Complaints – revolutionising the Customer Journey

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Outline & Objectives

If your role involves strategic and/or opertational oversight for complaints handling in an FCA regulated firm, you can often be left scratching your head as to why your process and procedures look great on paper but just aren’t working in real life.

And that’s a huge problem: whether it’s customers choosing not to engage with you about a complaint and walking away from your brand or your staff not being able to offer the right sort of experience for that customer – leading to a FOS referral. In any case, the end result is a complaints handling process that is actually working against your business, your staff and your customers, without you knowing why, because the processes and data offer you little clue as to what the reality is.

This highly practical and effecitive programme will help you gain knowledge and insight by unpicking your customer’s journey from start to finish and enable you to develop a complaints process that works for today’s customer expectations, rather than just complying with the Regulator’s. It will enhance your customer journey and insight, increasing  positive resolutions and reducing referrals to the FOS.

This specially designed and varied 'consultancy lite' series of events will help you:

  • Understand what it’s like to use your complaints handling process from a customer’s perspective from the very start to the finish, including working with the FOS and your Root Cause Analysis
  • Obtain an objective view of what’s working well and what isn’t and why
  • Focus your attention on making effective changes to support and enhance your customers’ journey
  • Bring your customer journey up to date, using the latest information on customer behaviour, customer expectations and working with vulnerability at the forefront of your process design
  • Reduce and remove impediments to your customers’ journey, increase positive resolutions and reduce referalls to the FOS

Who will benefit?

This is for you if you handle or oversee complaints and customer journeys in a FCA regulated firm. You might work in: Complaints, Customer Services, Customer Experience, Operations, Compliance, Legal or Quality Assurance.

Training Approach

We’ve created this programme to give firms the opportunity to have ‘consultancy’ but in a ‘lighter’ and more accessible way. We use a combination of consultant trainer input, knowledge sharing and talking through real-life situations. Typically, the programme is made up of eight half-day workshops, where we’ll focus on a key aspect of the complaints process each session, looking not just at your process through the FCA requirements of the Dispute Resolution Rules (DISP) and other requirements, but also through the lens of current customer expectations and current FCA expectations of firms. Participants will also have also have access to small group or 1-2-1 sessions with the your consultant trainers to clarify points, gain new insight or just explore issues arising since the session.

Agenda

The programme is structured around half day sessions analysing and reviewing the following aspects of the complaint handling journey:

DISP – the basics

Start of the process

Acknowledging the complaint

Investigating the complaint

Providing the outcome or not

Root cause analysis

Referrals to the FOS

Review of learnings

 

 

 

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