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:
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:
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.
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.
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:
Session | Content |
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An introduction to the Financial Ombudsman Service |
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Learning from the Ombudsman |
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Working well with the ombudsman |
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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.