Treating Customers Fairly and Complaints Handling
European Institute of Management and Finance
Summary
Overview
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.
CPD
Description
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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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
FAQs
Interest free credit agreements provided by Zopa Bank Limited trading as DivideBuy are not regulated by the Financial Conduct Authority and do not fall under the jurisdiction of the Financial Ombudsman Service. Zopa Bank Limited trading as DivideBuy is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and entered on the Financial Services Register (800542). Zopa Bank Limited (10627575) is incorporated in England & Wales and has its registered office at: 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG. VAT Number 281765280. DivideBuy's trading address is First Floor, Brunswick Court, Brunswick Street, Newcastle-under-Lyme, ST5 1HH. © Zopa Bank Limited 2024. All rights reserved.