Complaints and the Financial Ombudsman Service

Outline and Objectives

The Financial Ombudsman Service has been around since 2001 and, like any organisation, since then it's evolved - both in terms of what it looks like, what it does and how it does it.

Whether you're familiar with the ombudsman, have a passing understanding of it and are looking to refresh your knowledge or have never had any dealings with it, this session is for you.

In this session we'll cover what the Financial Ombudsman's purpose is today and how it works. We'll look at the types of complaints the ombudsman receives and what we can learn from the decisions it makes (particularly in a Consumer Duty world).

We'll also look at how we can work better with the Ombudsman, to make sure that if, our customer refers their complaint to it, we:

• understand the process we'll be going through and what each stage involves
• communicate effectively and efficiently throughout the process
• put our best case forward

Who will benefit?

This session will be of value to people who handle complaints and could, or will be, corresponding with the ombudsman - as well as those who have strategic, managerial or operational oversight for complaints handling teams or any areas handling customer complaints.

Why choose in-house?

In-house training offers several advantages:

• Tailored content and real-world example: The training can be designed to address your company's specific needs and challenges. The trainer can incorporate case studies and examples relevant to your industry and company, making the learning more relatable and impactful.
• Convenience and cost:
  • You can choose the dates and times of the training to fit your team's schedule.
  • There is no (or minimal) travel costs.
  • It can be more cost-effective per person if you have a larger group of employees that need the training.
• Learning Environment:
  
  • With only your team present, there are fewer distractions and the trainer can focus entirely on your needs.
  • It can encourage collaboration and knowledge sharing between colleagues.
  • Employees may feel more comfortable asking questions and sharing challenges in a familiar environment with colleagues, especially if the training involves sensitive company information.
• Expertise: Our trainers specialise in the topic and can bring a high level of expertise to your team.