Complaints handling
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Aim
This course has been designed to help you understand the complaints handling section (Dispute Resolution: Complaints) of the FSA Handbook and the concept of treating customers fairly (TCF).
Purpose
In this course, you will learn about the FSA’s requirements and procedures for handling complaints.
By the end of the course, users should have an understanding of:
- the complaints handling rules and guidance (e.g. timelines);
- the link between the FSA’s rules and the requirements for senior managers, systems and controls (Root Cause Analysis & Management Information);
- the work of the Financial Ombudsman Service; and
- complaint resolution.
Who is it for?
Relevant for all regulated firms that are covered by the Dispute Resolution Sourcebook.
How is the information presented?
You take the course online. It has:
- questions to assist users in their understanding of the topics covered;
- interactive features and links to find extra sources of information;
- a practical case study; and
- audio commentary.
Duration
The course takes approximately 40 minutes. You can stop and start the course at any time.
Other information
It costs £25 per individual. Terms and conditions apply. The complaints handling course can be purchased online.