for Insurance Firms
Details
Description
Access to an equitable, effective and transparent dispute management system is a fundamental element of the Financial Services and Markets Act (FSMA).
Complaints are frequently viewed as an inconvenience to firms and indeed they can be time-consuming and costly to resolve. However, at the very least, the FCA advise that they should be seen as a stress test of the firm’s policies and any firm that receives complaints is expected to perform an analysis to determine the root causes of those complaints and address them.
The FCA complaints rules mandate a formal approach to handling complaints by regulated firms, that dovetail with its operational objectives to protect customers and financial markets and promote competition.
Objectives
By the end of this course you will have gained the following knowledge:
- An understanding of the importance of complaints to your organisation
- Be able to define what a complaint is and why they must be recorded
- Be aware of the timescales and the process for dealing with regulated complaints
- Able to explain the role of the Financial Ombudsman Service
- Understanding of how complaint handling fits into the regulatory TCF approach
- Awareness of the FCA's reporting requirements
- Understand the other consequences of complaints received by the firm
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Coversure
"The team have been incredibly accommodating, consistently driving the project forward with a collaborative and solutions-focused approach.
No request was ever too much, and they made a genuine effort to involve my colleague and myself at every stage of the process."
GHG Solutions
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CCTA
"We have been working with Matt & Zing 365 for some time now and they are our preferred training provider.
The quality of material and content is excellent, and the delivery of the training by Matt is the best I have ever seen in a training environment."
Protect Commercial
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Crawford & Company
"We have all managed to improve our approach to our individual brokers and markets, all seeing successes.
Matt also did a follow up meeting with the team which allowed us to ask any questions on things that may not have gone as expected and, from that, we managed to improve yet again."
Kentro Capital Limited
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The trainer (Bernie) always gets very good reviews and I still remember her training years after attending.”
Clarion
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Howden Insurance Brokers
"Each module working exactly as expected on the first attempt."
Jensten Insurance Brokers
"They enabled us to integrate their content seamlessly into our learning tools and even helped by adding the JavaScript required for our completion-tracking."
AXA Ignition NBS
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Zing365 has been a leading provider of training & development services to the UK insurance market since 2000 and is based in Bristol, England.
