Complaints procedures online course

The purpose of this complaints procedures online course is to provide sufficient knowledge on the rules, regulations and guidance relating to complaints procedures for those working within the regulated financial services sector.

At least annually all staff of authorised regulated firms should verify that they have read and understood the firm’s complaints handling procedure and the regulatory requirements for complaints handling.

Syllabus learning objectives

By the end of this course, you will:

Understand what constitutes a ‘complaint’ within the meaning of the rules
Know how to identify and deal with a complaint
Be able to explain the procedures for each stage of a complaint
Identify eligible complainants

Course content

The course is made up of these 10 chapters:

Complaints procedures course introduction
What is a complaint?
What is an eligible complainant?
What to do on recognising a complaint
Complaint acknowledgement
Investigation
The final response and the Financial Ombudsman Service
Record keeping
Training and competency
End of course assessment

Assessment details

The course assessment contains 10 questions taken at random from a question bank. Your results will be emailed to you on completion and your CPD certificate updated, with 1.5 hours CPD time added.

You will need to achieve 70% (7 or more questions correct) to pass. If you fail, further assessments can be taken.

Purchase

See here for more information on this Complaints Procedures online course and our other training modules, together with our CPD system, which also includes access to this course and other compliance-related courses on Financial Crime and Data Protection.

Access is provided for 6 months. If you purchase multiple training modules, a discount is available along with a longer access period.

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The benefits of this course for you and your business

Any person working in the financial services sector who has contact with customers or clients may potentially be involved when it comes to complaints. The fewer complaints received, the less familiar staff may be with the regulatory procedures and how to deal with them.

Although a firm may never have had a complaint, in today’s culture of blame and claim there are many ways in which a complaint might arise, whether justified or not.

It is essential, reputationally and financially, for all personnel in financial services to have a good working knowledge of the complaints regime.

Misinformation can escalate complaints and make them time consuming and potentially costly.

This is what you will find out in this online course:

The regulatory rules for dealing with complaints
When complaints must be reported to the Financial Conduct Authority
How complaints must be acknowledged
What steps can be taken to avoid formal reporting
The test of what constitutes an eligible complaint
Procedures and record keeping rules for complaints
Who is eligible to take a complaint to the Financial Ombudsman Service
Regulatory reporting requirements for complaints