07 Jun 2018, London
13:30pm to 4:45pm
DISP sets out the rules for the FOS. But what does that really look like in practice, and how does it work in the day to day?
This highly practical half day course will de-mystify the FOS - from how it really works, to its approach to complaints. We’ll look at its remit and what this means - at a very practical level - for firms with complaints. We’ll also dig into what the FOS looks for when assessing a complaint, and what can help or hinder a complaint.
Prevention is better than cure and we’ll also look further ahead, to what measures firms can put in place to avoid escalation and not leave themselves open to future avoidable complaints.
Led by a Caroline Wells, who recently held a senior position at the Financial Ombudsman Service, this course will help you:
The course will be of value to those involved in, or responsible for, handling or overseeing complaints, and frontline and business as usual’ customer queries; including Complaints, Customer Services, Customer Experience, Operations, Compliance, Legal and Quality Assurance professionals in FCA regulated organisations.
This informal workshop uses a combination of trainer input, knowledge sharing and talking through real-life situations. We recommend a maximum class size of 16 people to enable delegates to get the most out of the programme.
Caroline Wells is an award-winning Customer Insight professional with over 25 years of transformational leadership in financial services. Having recently left a senior position at the Financial Ombudsman Service, Caroline has a deep-rooted knowledge of customer experience, diversity legislation, outreach and complaints handling.
As well as advising businesses in and outside of financial services in these areas now, Caroline is an independent advisor to several organisations, including Kent’s Police and Crime Commissioner. Caroline is a member of several professional bodies including, ICS, CIPR and IEDP.
|How the FOS works||
|How the FOS looks at complaints||
|Preventing complaints escalating||
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.