Course Overview:
Final Response Letters are crucial in handling complaints. They provide clear, transparent communication about how you considered the complaint, the conclusions reached, actions you will take, and how customers can approach the Ombudsman if they remain dissatisfied.
The DISP rules provide basic information on what should be included and more recently the Consumer Duty has detailed the FCA’s expectations for written communication. However, they do not explain how to write an effective, good-quality response to resolve a complaint.
This practical one day course will help you identify what makes an effective final response letter that is fully understood by the customer, enabling them to make an informed choice about the outcome.
Introduction
- Objective of training
- What you’d like to know by the end of the day
Getting started
- What the requirements are under DISP and what the Consumer Duty says about the FCA’s requirements for
communications with customers - What’s happening for a customer when they complain?
- How do we measure what an effective final response letter
looks like? - How we measure up, using our real examples
Looking at the high level aspects of the letter
- How do we know if we’re catering for our customers’ needs?
- Reviewing the components that make an effective final
response letter including tone, clarity and content
Assessing the quality of a final response with differing outcomes
- Looking at why and how outcomes shape final response letters
- Reviewing and assessing examples of final response letters
based on outcome - How do our letters measure up?
Getting into the nuts and bolts of language
- What are the words that we use, that get in the way of a
customer’s understanding - Words to avoid and words that help a customer
- Review and assess our examples, how do we measure up?
Wrap up
- Objectives of training
- Did you find out what you wanted to know?
- Time for questions
- Understand DISP and Consumer Duty requirements concerning effective written communication.
- Understand what is meant by an ‘effective’ final response letter.
- Create effective communications for different demographics and develop skills to aid understanding for customers.
- Review and appraise examples of final response letters objectively.
Who should attend?
- Professionals involved in handling or overseeing complaints
- Professionals involved in frontline and ‘business as usual’ customer queries and journeys, including: complaints, customer services, customer experience, operations, compliance, legal and quality assurance professionals in FCA regulated organisations.
Caroline Wells
Caroline’s background is firmly rooted in customer service and dispute resolution, with a particular expertise in customer experience, consumer vulnerability and complaints handling. As a consultant, she shares up-to-date and relevant practical examples in all sessions.
Bespoke In-house Training
If you would like to run this course for your own organisation, the FLA can deliver Final Response Letters as a tailored in-house workshop for your team. Whether you want to build core knowledge in a specific department or support a wider training programme, the content can be shaped around your objectives and internal policies.
To make an enquiry, simply complete the in-house training form on the FLA website and the training team will contact you to discuss options and next steps.
