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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:
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.
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.
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