Course Overview:
Gain a clear and practical understanding of effective complaint handling. This course cuts through the regulatory complexity to provide the essential knowledge you need to manage customer dissatisfaction with confidence.
We cover the fundamentals of the process, from decoding the FCA’s Dispute Resolution (DISP) rules to understanding the true nature of a complaint. You will learn how to spot the early warning signs of dissatisfaction and master the specific timelines and procedures that keep your firm compliant.
Learning is most effective when it is applied. We explore the psychology behind consumer behaviour to bring the theory to life. You will examine the emotional drivers that lead customers to complain, giving you the chance to practice identifying and resolving issues competently and impartially.
This course is an ideal starting point for anyone looking to build a successful career in customer service or compliance. You will leave with a strong grasp of the basics and the confidence to apply them.
The Complaint Landscape
Identifying the trigger points and understanding the FCA’s definition of a complaint.
Exploring why customers complain and the emotional factors driving their behaviour.
How modern demands for speed, empathy, and “human” interaction shape the complaint journey.
Regulatory Framework (DISP)
A practical breakdown of timelines, jurisdiction, and the role of the Financial Ombudsman Service.
The benefits and mechanics of resolving complaints by the close of the third business day.
Managing the eight-week timeline and the requirements for a compliant Final Response Letter.
Operational Excellence
Ensuring investigations are conducted diligently, impartially, and fairly.
Using complaints data to drive business improvements and report effectively to the FCA.
Crafting clear, empathetic responses that address the customer’s core issues rather than just “ticking boxes”.
By attending this session delegates will:
- Be clear about what the regulator’s complaint handling rules say about what, when and how a complaint must be handled.
- Be able to identify a complaint clearly and confidently from what a customer says and/or does.
- Understand what leads people to complain and the emotions and situations that often sit behind that.
- Know how to respond appropriately when emotions are running high.
Who should attend?
- New starters and those new to handling complaints involving asset, motor, and consumer finance products.
- Existing professionals looking for a refresher on the fundamentals.
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 Introduction to Complaints Handling 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.
