This eLearning course provides comprehensive training on the regulatory requirements and best practices for handling complaints in financial services firms. Effective complaint handling is not only a regulatory requirement under the FCA's DISP sourcebook but also a critical component of treating customers fairly and maintaining trust in financial services.
The course begins by defining what constitutes a complaint under FCA rules and explains the regulatory framework that governs complaint handling, including the Dispute Resolution Sourcebook (DISP). It covers the specific timeframes that firms must adhere to, including the requirement to send a prompt acknowledgement and to provide a final response within eight weeks. The training explains what must be included in a final response letter and the complainant's right to refer the matter to the Financial Ombudsman Service (FOS).
Beyond the procedural requirements, the course addresses the principles of effective complaint handling, including the importance of empathy, thorough investigation, and fair resolution. It covers root cause analysis and how identifying systemic issues from complaints can drive improvements in products and services. The training also addresses the FCA's expectations around complaint handling culture, including the requirement for senior management to take ownership of complaint outcomes.
Upon completion, learners will understand their firm's complaint handling obligations, be able to follow the correct procedures from receipt to resolution, and appreciate the importance of fair and timely complaint handling. The course supports firms in meeting FCA expectations and delivering positive outcomes for complainants.
