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Treating Customers Fairly and Complaints Handling

European Institute of Management and Finance


£125 inc VAT
Or £41.67/mo. for 3 months...
Study method
Online, self-paced
5 hours
Access to content
Access until course completion
No formal qualification
5 CPD hours / points

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With the preservation of a strong consumer protection focus by the Central Bank, ‘Complaints Handling’ and ‘Treating Customers Fairly’ (under the Consumer Protection Code) is a priority for customer/consumer-facing firms. The manner in which consumers and customers are treated will be the subject of continued supervision and enforcement work by the Central Bank. Using current case studies, this course is essential for firms wishing to demonstrate their understanding of, and compliance with, these important principles and integrate these into their businesses and culture. This course covers the Financial Services Ombudsman’s complaints procedures. This course will also be of benefit to MiFID firms as there is no underlying rule on how these firms must handle complaints under the MiFID Regulations.


5 CPD hours / points
Accredited by The CPD Certification Service


By attending this course participants will:

  • understand regulators requirements in this key area;
  • understand regulators expectations of senior management and staff involved in complaints handling;
  • learn how the principle of treating customers fairly interacts with your firm’s complaints handling requirements;
  • develop their understanding of TCF;
  • be equipped to begin to assess their firm’s compliance with complaints handling procedures and the TCF principle;
  • be in a position to recognise and effectively close gaps in policies, procedures and processes;
  • know the common problems and weaknesses encountered in the industry;
  • understand the questions the Central Bank’s supervisors might ask and areas they might review;
  • gain a full understanding of the full role and powers of the regulator;
  • learn the fundamentals of making objective decisions with regard to consumer complaints;
  • increase your confidence and competence with TCF;
  • understand how appropriate procedures and processes will build positive customer relationships and reduce the need for cases to be referred to the regulator; and
  • see how mock examples of complaints will be utilised to show how the complaint should be properly handled.

Who is this course for?

  • Directors (Executive & Non-Executive)
  • Compliance Officers
  • Customer relationship staff & managers
  • Complaints investigation staff
  • Customer relations staff
  • Customer feedback & performance analysis staff
  • Client Sales staff

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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.