The webinar will give you an in depth understanding of complaint handling in a regulated environment. We will explore the FCA Complaint Handling rules, and the relevant regulation. We will tackle the lens of viewing complaints as purely a “nuisance” and refocus to see them as an important opportunity for real time feedback and interaction with our customers. We will take a look at the different types of complaints, and the applicable processes and timescales for handling them. We’ll also explore the impact of the Consumer Duty on complaints handling with particular focus on good outcomes for our customers. Through using interactive exercises and realistic scenarios we will run through examples of complaints and the ways we should and should not handle them.
-Recognise what a complaint is and understand the importance of them to your organisation -Be aware of the Complaint Handling rules, and the role of the FOS-Understand the process and timescales of dealing with regulated complaints-Be aware of the FCA’s reporting requirements
Zing365 has been a leading provider of training & development services to the UK insurance market since 2000 and is based in Bristol, England.
