De-mystifying the Financial Ombudsman Service - 07/06/2018
The Training Environment For Financial Services

De-mystifying the Financial Ombudsman Service

07 Jun 2018, London

13:30pm to 4:45pm

Outline & Objectives

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:

  • Gain first hand insights into how the FOS works
  • Know what to expect if you have a complaint at the FOS
  • Successfully navigate the FOS process
  • Understand what the FOS looks for when looking at a complaint
  • Spot the pitfalls and prevent unnecessary escalations to FOS

Who will benefit?

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 course is complementary to our technical, regulatory course Effective Complaint Handling under DISP and the skills development workshop The Art of Handling Complaints.

are available for multiple bookings :
make three registrations to any one or combination of these events and the third or lowest
value registration will be FREE OF CHARGE.

For more information or to take advantage of this special saving, please call 0330 303 9779 or email

Training Approach

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.

Course Presenter

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.

Course Agenda

Session Content

  • Objective of training
  • What you’d like to know by the end of the day
How the FOS works
  • What DISP says about the FOS
  • What fair and reasonable really means
  • How the inquisitorial remit works in practice
  • What you can expect of FOS
  • What FOS expects of you
  • Talking to FOS
How the FOS looks at complaints
  • What FOS looks for
  • What is “evidence and information”
  • The who, the what, the where, the when and the how
  • Fairness
  • A reasonable man/woman
  • Timeframes
  • The outcome
Preventing complaints escalating
  • In the thick of it
  • The pros and cons of commercial decisions
  • Why complaints escalate to FOS
  • Mind your language
  • Paperwork
  • Don’t be afraid . . .
  • The snowball effect
  • Preventing future problems

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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