The Training Environment For Financial Services

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

If you are in a role where you are, or could be, corresponding with the ombudsman, or you oversee a complaints function in a FCA regulated firm, this course will help you to:

  1. Understand the purpose and role of the ombudsman and how it works today
  2. What we can learn from the ombudsman and how we can apply that insight to our approach on complaints
  3. Ensure that if a customer refers their complaint to the ombudsman, you know what the process involves, what's expected of you and how best to present your case
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.

Training Approach

This interactive, conversational session is a blend of trainer presentation with lots of opportunities for questions, experience sharing and networking. All course materials will be provided.

 

Course Tutor

Caroline Wells 

Caroline's background has always been in customer service and experience - and with that she's gained decades of experience in: dispute resolution, customer vulnerability and accessibility. Not a trainer in the traditional sense of the word, Caroline brings her real-life, current and very practical experience to the group to share and spark conversation.

Today, Caroline works directly with firms and organisations across the private and public sector on all things customer service related. She also holds several appointed roles, these include:

  • Member of the CIVEA's (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) panel - reviewing complaints about High Court Enforcement Agencies, their agents and providing guidance to the industry on raising customer service standards.
  • Independent Advisor to the Kent Police and Crime Commissioner - reviewing complaints and professional conduct issues.
  • Senior Subject Matter Expert to the Money Advice Trust - providing cross industry consultancy and training customers in vulnerable circumstances.
  • Advisory Board Member to the Money and Mental Health Policy Institute.

Course Programme

Session Content
An introduction to the Financial Ombudsman Service
  • Where it gets its powers
  • What it covers
  • How it works
  • Its wider role and purpose
Learning from the Ombudsman
  • What we can learn from individual customer complaints
  • Learning from the bigger picture
  • How we apply that to our approach to complaints and customers who complain
Working well with the ombudsman
  • What happens when a customer refers their complaint to the ombudsman
  • What we need to do (and when we need to do it)
  • Communicating with the ombudsman
  • How to present our case and position
  • What we can do if we don't agree

 

This course can be delivered in-house at a time and location to suit your business and tailored to suit your people and organisation. We can also create bespoke training when something very specific is needed.Please contact us to discuss your requirements in more detail and at no obligation.

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