Complaints Handling for Managers

SM&CR in Practice

The Senior Managers and Certification Regime (SM&CR) is designed to improve accountability, governance and culture in financial services firms.

In-depth 75 Minutes SMCR FCA Handbook For managers

CeMAP Competency Refresher Training

The Certificate in Mortgage Advice & Practice (CeMAP) is a UK specific qualification issued by the London Institute of Banking & Finance (LIBF).

In-depth 65 Minutes FCA Handbook For all staff

Conduct Rules for Senior Managers at Dual Regulated Firms

Under the Senior Managers Regime, all senior managers must comply with the FCA's six Individual Conduct Rules (ICRs) and four Senior Managers Rules (SMRs).

In-depth 60 Minutes Financial Crime FCA Handbook For managers

Conduct Rules for Senior Managers at FCA Solo Firms

Under the Senior Managers Regime, all senior managers must comply with the FCA's six Individual Conduct Rules (ICRs) and four Senior Managers Rules (SMRs).

In-depth 60 Minutes SMCR FCA Handbook For managers

FX Global Code Compliance Training Course

The FX Global Code is a set of global principles of good practice in the foreign exchange market.

In-depth 60 Minutes FCA Handbook For all staff

Outsourcing and Third Party Risk Management Online Course

As the risk inherent to business relationships grow, regulators have been drafting and implementing outsourcing and third-party risk management rules and guidance.

In-depth 60 Minutes FCA Handbook For all staff

Responsible Lending and Affordability Training Course

Responsible Lending and Affordability are non-negotiable principles that underpin the UK's mortgage market reform.

In-depth 60 Minutes FCA Handbook For all staff

UK Money Markets Code Online Training Course

The UK Money Markets Code provides a set of principles to promote the integrity and effective functioning of the UK money markets.

In-depth 60 Minutes FCA Handbook For all staff

Operational Resilience

The FCA has made operational resilience a requirement for banks, building societies, PRA-designated investment firms, enhanced scope firms and other financial institutions.

In-depth 55 Minutes FCA Handbook For all staff

Conduct Risk

The FCA focuses on good customer outcomes and how a firm achieves this through staff conduct at all levels of the business.

In-depth 50 Minutes Risk Management FCA Handbook For all staff

CASS 7 and 7A Client Money Rules and Client Money Distribution Training Course

The rules and guidance in CASS aim to achieve the FCA's objective of ensuring that consumers are adequately protected.

In-depth 50 Minutes FCA Handbook For all staff

Conduct Risk

The FCA focuses on good customer outcomes and how a firm achieves this through staff conduct at all levels of the business.

In-depth 50 Minutes Risk Management FCA Handbook For all staff

Financial Sanctions Compliance E-Learning Course

Financial and economic sanctions are binding prohibitions applied by governments to prevent business transactions with certain designated persons.

In-depth 45 Minutes Financial Crime For all staff

Embargoes and Sanctions

Embargoes and sanctions prohibit all transactions with an entity, trading of certain commodities, or supplying critical goods.

In-depth 45 Minutes Financial Crime For all staff

Introduction to UK Financial Regulation

NEDs are an important part of a firm's governance and provide independence and oversight.

In-depth 45 Minutes FCA Handbook For all staff

Information Barriers

The flow of information in financial firms needs monitoring between businesses involved with private and public side activities.

In-depth 45 Minutes Financial Crime FCA Handbook For all staff

Benchmarks Regulation Training Course

The FCA defines a Benchmark as an index used to determine the value of or the amount payable under a financial instrument (or contract).

In-depth 45 Minutes FCA Handbook For all staff

MCOB - Advertising and Selling Compliance Training Course

The Mortgage Conduct of Business (MCOB) Advising and Selling standards apply to businesses that advise on or arrange mortgage contracts, equity release transactions, home purchase plans or sale and rent back agreements.

In-depth 45 Minutes FCA Handbook For all staff

Prudential Regulation Training Course for Financial Services Staff

Prudential Regulation applies to firms in financial services.

In-depth 45 Minutes FCA Handbook For all staff

Embargoes and Sanctions Training Course

Embargoes and sanctions prohibit transactions with an entity, trade in a commodity or the supply of goods.

In-depth 45 Minutes Financial Crime For all staff

Market Abuse Regulation Training Course

Market Abuse Regulations prohibit insider dealing, unlawful disclosure of inside information and market manipulation.

In-depth 45 Minutes Financial Crime For all staff

Developing Secure Applications

The way companies build software and technology systems is evolving very rapidly.

In-depth 45 Minutes FCA Handbook For all staff

Financial Crime Prevention E-Learning Course for Staff

There are two kinds of financial crime.

In-depth 40 Minutes Financial Crime For all staff

Complaints Handling FCA Compliance

The FCA has identified that the number of complaints submitted in the financial services sector has increased year on year in recent times in the UK.

In-depth 40 Minutes FCA Handbook For all staff

Treating Customers Fairly FCA Compliance

Treating Customers Fairly (TCF) applies to firms in the financial services industry.

In-depth 40 Minutes FCA Handbook For all staff

MCOB - General Standards

The Mortgage Conduct of Business (MCOB) for General Standards applies to all firms that deal with home finance.

In-depth 40 Minutes Financial Crime FCA Handbook For all staff

Ethical Standards in Insurance and Investment Compliance E-Learning

The FCA's ethical standards apply to individuals in finance and investment.

In-depth 40 Minutes Financial Crime FCA Handbook For all staff

CONC - Consumer Credit Regulations

The FCA's Consumer Credit sourcebook (CONC) applies to all firms engaged in credit-related regulatory activities in the UK.

In-depth 40 Minutes FCA Handbook For all staff

Markets in Financial Instruments Directive II (MiFID II)

The Markets in Financial Instruments Directive (MiFID) originally aimed to increase competition and integration in markets for financial instruments.

In-depth 40 Minutes Financial Crime FCA Handbook For all staff

Complaints Handling for the Mortgage Market Course

The FCA outlines complaints handling rules in the Dispute Resolution Sourcebook (DISP).

In-depth 40 Minutes FCA Handbook For all staff

MCOB - Equity Release

The Mortgage Conduct of Business (MCOB) for Equity Release applies to businesses that make recommendations or provide personalised information to customers on equity release products.

In-depth 40 Minutes FCA Handbook For all staff

Pensions Ombudsman Complaints Handling

In the UK, the Pensions Ombudsman handles pension complaints and disputes at no cost to members of occupational and personal pension schemes.

In-depth 40 Minutes FCA Handbook For all staff

CASS Overview

The FCA's Client Assets Sourcebook (CASS) supports Principle 10 of the FCA's Principles for Businesses.

In-depth 35 Minutes FCA Handbook For all staff

Whistleblowing for Managers (FS)

Whistleblowing refers to disclosing corrupt, illegal or fraudulent activities committed by organisations.

In-depth 35 Minutes Financial Crime FCA Handbook For managers

Financial Crime Prevention (Commercial Insurance)

There are two kinds of financial crime.

In-depth 35 Minutes Financial Crime For all staff

Understanding Failure to Prevent Fraud (FTPF) in Financial Services for Managers

Failure to Prevent Fraud (FTPF) is a corporate offence that holds organisations criminally liable if they do not have reasonable measures in place to stop fraud committed by someone acting on their behalf.

In-depth 35 Minutes Fraud Prevention Failure to Prevent Fraud FCA Handbook For managers

Anti-Money Laundering and Counter-Terrorist Financing E-learning Course

To prevent criminal activity, nearly all countries in the world have committed themselves to extremely tough laws against money laundering and terrorist financing.

In-depth 30 Minutes Financial Crime For all staff

Good Outcomes for Vulnerable Customers

Companies have a legal obligation to identify the signs of vulnerability and ensure that vulnerable individuals are treated fairly.

In-depth 30 Minutes FCA Handbook For all staff

Overview of the Consumer Duty

The FCA's Consumer Duty is a new standard which addresses the conduct of firms.

In-depth 30 Minutes FCA Handbook For all staff

Conflicts of Interest in Asset Management

The FCA outlines its expectations that asset management firms establish and maintain an effective framework to identify, control and review conflicts of interest.

In-depth 30 Minutes FCA Handbook For all staff

Training and Competence

Training and Competence (T&C) forms an important part of UK regulations under the FCA.

In-depth 30 Minutes Financial Crime FCA Handbook For all staff

Overview of SM&CR for FCA Solo Firms

Our SMCR Overview training course will help your employees understand the key steps needed to comply with the regime.

In-depth 30 Minutes FCA Handbook For all staff

MCOB - APRC, Shortfalls and Charges

The Mortgage Conduct of Business (MCOB) for the Annual Percentage Rate of Charge (APRC), shortfalls, and charges apply to home finance businesses.

In-depth 30 Minutes Financial Crime FCA Handbook For all staff

Overview of SM&CR for Dual Regulated Firms

Our SMCR Overview training course will help your employees understand the key steps needed to comply with the regime.

In-depth 30 Minutes SMCR FCA Handbook For all staff

Conduct Rules for Non-Executive Directors (NEDs)

NEDs are an important part of a firm's governance and provide independence and oversight.

In-depth 30 Minutes SMCR FCA Handbook For managers

CASS 6 - Custody Rules

The rules and guidance in CASS 6 apply to a firm when it is safeguarding and administering custody assets.

In-depth 30 Minutes FCA Handbook For all staff

CASS 8 - Mandates

Under the requirements of CASS 8, you must understand what a mandate is and how to deal with them.

In-depth 30 Minutes FCA Handbook For all staff

MCOB - Disclosures

The Mortgage Conduct of Business (MCOB) for Disclosures applies to businesses involved in home finance transactions.

In-depth 30 Minutes FCA Handbook For all staff

MCOB - Financial Promotions

The Mortgage Conduct of Business (MCOB) for Financial Promotions applies to financial promotions in the home finance business.

In-depth 30 Minutes FCA Handbook For all staff

Mortgage Credit Directive

The EU Mortgage Credit Directive (MCD) applies to all businesses dealing with first-charge, second-charge, and buy-to-let mortgages.

In-depth 30 Minutes FCA Handbook For all staff

Packaged Retail and Insurance-based Investment Products (PRIIPs) Regulation

The Packaged Retail and Insurance-based Investment Product (PRIIP) Regulation affects retail investors who need to understand the complexities of these products.

In-depth 30 Minutes FCA Handbook For all staff

Sustainability Disclosure Requirements (SDR) and Investment Labels

The introduction of sustainability rules aims to enhance the transparency and credibility of financial products with sustainability objectives.

In-depth 30 Minutes FCA Handbook For all staff

UCITS

Undertakings for the Collective Investment in Transferable Securities (UCITS) Directive aims to offer asset managers and investors greater business opportunities.

In-depth 30 Minutes FCA Handbook For all staff

Understanding Failure to Prevent Fraud (FTPF) in Financial Services

Failure to Prevent Fraud (FTPF) is a corporate offence that holds organisations criminally liable if they do not have reasonable measures in place to stop fraud committed by someone acting on their behalf.

In-depth 30 Minutes Fraud Prevention Failure to Prevent Fraud FCA Handbook For all staff

Anti-Money Laundering and Counter-Terrorist Financing

Most countries have extremely tough AML laws with severe penalties.

In-depth 30 Minutes Financial Crime For all staff

CASS 15 - Payment Services and Electronic Money: Relevant Funds

CASS 15 introduces a strengthened safeguarding regime for payment services and electronic money firms, designed to better protect customer funds in the event of firm failure.

In-depth 30 Minutes FCA Handbook For all staff

Meeting the Conduct Rules in FCA Solo Regulated Firms

The Conduct Rules are a fundamental aspect of the SMCR.

In-depth 25 Minutes SMCR FCA Handbook For all staff

Meeting the Conduct Rules in Dual Regulated Firms

The Conduct Rules are a fundamental aspect of the SMCR.

In-depth 25 Minutes SMCR FCA Handbook For all staff

Personal Conflicts of Interest

The FCA states that a firm must manage conflicts of interest between itself and its customers or other clients.

In-depth 25 Minutes FCA Handbook For all staff

BCOBS - General Standards

The FCA Banking Conduct of Business Sourcebook (BCOBS) applies to all firms that accept deposits from banking customers in the UK.

In-depth 25 Minutes Financial Crime FCA Handbook For all staff

Payment Services Regulations

The Payment Services Regulations (PSRs) 2017 was introduced in 2018 and set the Payment Services Directive 2 (PSD2) in motion.

In-depth 25 Minutes Financial Crime FCA Handbook For all staff

Senior Management Arrangements Systems and Controls

The Senior Management Arrangements Systems and Controls (SYSC) Sourcebook apply to authorised financial services firms.

In-depth 25 Minutes Financial Crime FCA Handbook For managers

AIFM Regulations

The Alternative Investment Fund Managers Directive (AIFMD) was developed by the EU in order to create a harmonised framework of rules for regulating AIFMs.

In-depth 25 Minutes FCA Handbook For all staff

Breathing Space Regulations

Breathing Space Regulations apply to creditors whose debtors are eligible for additional time to repay their debt.

In-depth 25 Minutes FCA Handbook For all staff

CASS 10 - CASS Resolution Pack

A CASS Resolution Pack (RP) contains a specific set of documents that helps speed up client money and assets return if a firm fails.

In-depth 25 Minutes FCA Handbook For all staff

CASS 9 - Information to Clients

Under the requirements of CASS 9, you are required to pass on certain information to clients, particularly where prime brokers, custody assets and client money are concerned.

In-depth 25 Minutes FCA Handbook For all staff

Swap Execution Facilities (SEFs) and Designated Contract Markets (DCMs)

Swap Execution Facilities (SEFs) and Designated Contract Markets (DCMs) exist as part of the US response to the financial crisis.

In-depth 25 Minutes FCA Handbook For all staff

BCOBS - General Standards [Mutual]

The FCA Banking Conduct of Business Sourcebook (BCOBS) applies to all firms that accept deposits from banking customers in the UK.

In-depth 25 Minutes FCA Handbook For all staff

Payment Services Regulations [Mutual]

The Payment Services Regulations (PSRs) 2017 was introduced in 2018 and set the Payment Services Directive 2 (PSD2) in motion.

In-depth 25 Minutes FCA Handbook For all staff

Financial Crime Prevention

Financial crime ranges from fraud, tax evasion, bribery, market abuse, insider dealing, money-laundering, to terrorist financing.

In-depth 25 Minutes FCA Handbook For all staff

Senior Management Arrangements Systems and Controls [Mutual]

The Senior Management Arrangements Systems and Controls (SYSC) Sourcebook apply to authorised financial services firms.

In-depth 25 Minutes FCA Handbook For all staff

Short Selling Regulations

Short selling plays an important role in financial markets but carries regulatory obligations and risks.

In-depth 25 Minutes FCA Handbook For all staff

Principles for Businesses

The FCA's Principles for Businesses apply to all financial services firms in the UK regulatory system.

In-depth 20 Minutes FCA Handbook For all staff

COBS - Client Communications and Financial Promotions

The Conduct of Business Sourcebook (COBS) applies to financial firms in the UK that deal with client investments.

In-depth 20 Minutes FCA Handbook For all staff

COBS - Client Categorisation

The Conduct of Business Sourcebook (COBS) applies to financial firms in the UK that deal with client investments.

In-depth 20 Minutes Financial Crime FCA Handbook For all staff

COBS - Dealing and Managing

The FCA Conduct of Business Sourcebook (COBS) applies to financial firms in the UK.

In-depth 20 Minutes Financial Crime FCA Handbook For all staff

FSCS Deposit Protection

The Financial Services Compensation Scheme (FSCS) safeguards customers' finances.

In-depth 20 Minutes Financial Crime FCA Handbook For all staff

Fit and Proper Assessments

In order to perform a Senior Management Function (SMF), Senior Managers need to be approved by the FCA and, for dual regulated firms, the PRA.

Express 20 Minutes SMCR FCA Handbook For all staff

Money Laundering and Terrorist Financing Risks of Virtual Assets

Unlike fiat currency, virtual assets are not managed by any bank or government, leaving them vulnerable to several unique risks concerning money laundering and terrorist financing.

Express 20 Minutes Financial Crime For all staff

Appointed Representatives Regulatory Responsibilities

The FCA expects companies to ensure all their appointed representatives know the provisions within the FCA handbook.

In-depth 20 Minutes FCA Handbook For all staff

COBS - Appropriateness

The FCA's Conduct of Business Sourcebook (COBS) applies to financial firms that deal with customer investments on an execution-only basis.

In-depth 20 Minutes FCA Handbook For all staff

COBS - Client Communications High Risk Investments

The Conduct of Business Sourcebook (COBS) rules that relate to client communication apply to all promotional communications that investment firms have with their clients and prospects.

In-depth 20 Minutes FCA Handbook For all staff

COBS - Suitability

The FCA Conduct of Business Sourcebook (COBS) applies to finance and investment firms in the UK.

In-depth 20 Minutes FCA Handbook For all staff

Introduction to the Perimeter Guidance Manual

PERG helps clarify when financial activities need FCA authorisation, as outlined by the Financial Services and Markets Act 2000 (FSMA).

In-depth 20 Minutes FCA Handbook For all staff

SEC Rule 15a-6

To engage in securities transactions with United States (US) clients, non-US firms must comply with Rule 15a-6 requirements.

In-depth 20 Minutes FCA Handbook For all staff

ICOBS - Providing Information and Advising

The Insurance Conduct of Business Sourcebook (ICOBS) for Providing Information and Advising applies to insurance intermediaries.

In-depth 20 Minutes FCA Handbook For all staff

Principles for Businesses [Mutual]

The FCA's Principles for Businesses apply to all financial services firms in the UK regulatory system.

In-depth 20 Minutes FCA Handbook For all staff

ICOBS - Providing Information and Advising [Mutual]

The Insurance Conduct of Business Sourcebook (ICOBS) for Providing Information and Advising applies to insurance intermediaries.

In-depth 20 Minutes FCA Handbook For all staff

Anti-Money Laundering [Financial services version]

To prevent the proceeds of crime from finding their way into the formal economy, most countries have extremely tough laws with severe penalties.

Refresher 15 Minutes Financial Crime For all staff

Economic Sanctions

Violation of sanctions issued by the UN, the US and the EU which place restrictions on payments and other financial transactions can result in fines as well as criminal charges.

Refresher 15 Minutes Financial Crime For all staff

Whistleblowing in Financial Services

Our Whistleblowing training course educates employees on reporting misconduct safely and ensures protection.

In-depth 15 Minutes FCA Handbook For all staff

Introduction to the Consumer Duty

The FCA's Consumer Duty is a new standard which addresses the conduct of firms.

Express 15 Minutes FCA Handbook For all staff

Counter Terrorist Financing

Terrorism is a huge risk that we face in the world today and like other human activities, it requires funding.

Express 15 Minutes Financial Crime For all staff

Third-Party Due Diligence

Due diligence plays a vital role in protecting your Company.

Express 15 Minutes Financial Crime For all staff

Non-Financial Misconduct

Non-financial misconduct is behaviour that is unrelated to regulated activities, including serious offences such as harassment, bullying, sexual discrimination and sexual misconduct The FCA has indicated it is prepared to consider non-financial misconduct when assessing fitness and propriety.

Express 15 Minutes SMCR FCA Handbook For all staff

BCOBS - Distance Communications

The Banking Conduct of Business Sourcebook (BCOBS) applies to all firms accepting deposits from banking customers in the UK.

In-depth 15 Minutes FCA Handbook For all staff

ICOBS - Cancellation and Claims

The Insurance Conduct of Business Sourcebook (ICOBS) applies to all non-investment insurance businesses.

In-depth 15 Minutes FCA Handbook For all staff

ICOBS - Distance Communications

The Insurance Conduct of Business Sourcebook (ICOBS) for distance communications applies to all insurance firms that engage in distance marketing activity in the UK.

In-depth 15 Minutes FCA Handbook For all staff

ICOBS - General Matters

The Insurance Conduct of Business Sourcebook (ICOBS) for general matters applies to all firms engaged in the insurance business.

In-depth 15 Minutes FCA Handbook For all staff

BCOBS - Distance Communications [Mutual]

The Banking Conduct of Business Sourcebook (BCOBS) applies to all firms accepting deposits from banking customers in the UK.

In-depth 15 Minutes FCA Handbook For all staff

ICOBS - Cancellation and Claims [Mutual]

The Insurance Conduct of Business Sourcebook (ICOBS) applies to all non-investment insurance businesses.

In-depth 15 Minutes FCA Handbook For all staff

ICOBS - Distance Communications [Mutual]

The Insurance Conduct of Business Sourcebook (ICOBS) for distance communications applies to all insurance firms that engage in distance marketing activity in the UK.

In-depth 15 Minutes FCA Handbook For all staff

ICOBS - General Matters [Mutual]

The Insurance Conduct of Business Sourcebook (ICOBS) for general matters applies to all firms engaged in the insurance business.

In-depth 15 Minutes FCA Handbook For all staff

Suspicious Activity Reporting

It is your employees' legal duty to report any knowledge or suspicion of financial crime.

Express 10 Minutes Financial Crime For all staff

Customer Due Diligence

Customer Due diligence is a legal requirement and plays a vital role in protecting your Company.

Express 10 Minutes Financial Crime For all staff

Tipping Off

Tipping off a person about a money laundering or terrorist financing investigation is a criminal offence.

Express 10 Minutes Financial Crime For all staff

Counter-Proliferation Financing

UK companies are required to tackle proliferation financing as part of their anti-money laundering and sanctions checks.

Express 10 Minutes Financial Crime For all staff

Introduction to the Senior Managers and Certification Regime (SMCR)

The UK's financial services sector has been rocked over the past decade by scandals ranging from misselling to market manipulation.

Express 10 Minutes SMCR FCA Handbook For all staff

Appropriate Use of Communication Channels

Not all communication channels are appropriate for business purposes.

In-depth 10 Minutes Financial Crime FCA Handbook For all staff

Understanding Sanctions

Sanctions restrict business dealings with specific individuals organisations or countries to support global peace, human rights and crime prevention.

Microlearning 5 Minutes Financial Crime For all staff

Money Laundering Red Flags

Detecting and reporting money laundering red flags is essential for maintaining anti-money laundering (AML) compliance.

Microlearning 5 Minutes Financial Crime For all staff

The Three Stages of Money Laundering

Money laundering is the process criminals use to disguise illicit funds as legitimate income through placement, layering and integration.

Microlearning 5 Minutes Financial Crime For all staff

Preventing Tipping Off

Tipping off is a criminal offence that occurs when someone under investigation for financial crime is made aware of the suspicion against them.

Microlearning 5 Minutes Financial Crime For all staff

Terrorist Financing Red Flags

Terrorist groups use legal and illegal methods to raise and move funds, often exploiting financial systems to conceal their activities.

Microlearning 5 Minutes Financial Crime For all staff

Understanding Terrorist Financing

Terrorist groups rely on financial support from various sources, both intentional and unintentional.

Microlearning 5 Minutes Financial Crime For all staff

Customer Due Diligence

Customer due diligence helps protect us against financial crime by verifying customer identities and understanding their business activities.

Microlearning 5 Minutes Financial Crime For all staff

Enhanced Customer Due Diligence

Enhanced customer due diligence is required for high-risk customers, including politically exposed persons, high-value transactions and clients from high-risk jurisdictions.

Microlearning 5 Minutes Financial Crime For all staff

Politically Exposed Persons

Politically exposed persons present a high risk of money laundering due to their influence and access to state resources.

Microlearning 5 Minutes Financial Crime For all staff

Suspicious Activity Reporting

Employees must report any knowledge or suspicion of money laundering or terrorist financing to the Money Laundering Reporting Officer.

Microlearning 5 Minutes Financial Crime For all staff

Unexplained Wealth Orders

Unexplained wealth orders allow law enforcement to seize assets if their owners cannot justify their wealth as coming from a legitimate source.

Microlearning 5 Minutes Financial Crime For all staff

Conduct Rule 1: Act with Integrity

Integrity is a fundamental principle in financial services, ensuring ethical conduct and maintaining customer trust.

Microlearning 5 Minutes FCA Handbook For all staff

Conduct Rule 2: Act with due skill, care and diligence

People working in financial services must act with due skill, care and diligence, ensuring their actions do not harm customers or the financial system.

Microlearning 5 Minutes FCA Handbook For all staff

Conduct Rule 3: Be open and cooperative with the FCA, the PRA and other regulators

Financial services firms and employees must be open and cooperative with regulators, including the Financial Conduct Authority and the Prudential Regulation Authority.

Microlearning 5 Minutes FCA Handbook For all staff

Conduct Rule 4: Pay due regard to the interests of customers and treat them fairly

Financial services professionals must always act in the best interests of customers and ensure they are treated fairly.

Microlearning 5 Minutes FCA Handbook For all staff

Conduct Rule 5: Observe proper standards of market conduct

Financial markets rely on trust, integrity and adherence to established rules and ethical behaviour.

Microlearning 5 Minutes FCA Handbook For all staff

Conduct Rule 6: Act to deliver good outcomes for retail customers

Financial services professionals must act in good faith, prevent foreseeable harm and support customers in achieving their financial objectives.

Microlearning 5 Minutes FCA Handbook For all staff

Complaints Handling for Managers

Learning objectives

What can you expect your employees to learn?

Welcome

Introduction

General requirements

Time limits for dealing with a complaint: Acknowledgement

Monitoring complaints

Record keeping & reporting

Role of the FOS

Summary

Affirmation

Assessment

Start your compliance e-learning journey with a free trial

Made for small regulated firms, not big budgets.

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Complaints Handling for Managers

Learning objectives

What can you expect your employees to learn?

Welcome

Introduction

General requirements

Time limits for dealing with a complaint: Acknowledgement

Monitoring complaints

Record keeping & reporting

Role of the FOS

Summary

Affirmation

Assessment

Start your compliance e-learning journey with a free trial

Related courses

SM&CR in Practice

CeMAP Competency Refresher Training

Conduct Rules for Senior Managers at Dual Regulated Firms

Conduct Rules for Senior Managers at FCA Solo Firms

FX Global Code Compliance Training Course

Outsourcing and Third Party Risk Management Online Course

Responsible Lending and Affordability Training Course

UK Money Markets Code Online Training Course

Operational Resilience

Conduct Risk

CASS 7 and 7A Client Money Rules and Client Money Distribution Training Course

Conduct Risk

Financial Sanctions Compliance E-Learning Course

Embargoes and Sanctions

Introduction to UK Financial Regulation

Information Barriers

Benchmarks Regulation Training Course

MCOB - Advertising and Selling Compliance Training Course

Prudential Regulation Training Course for Financial Services Staff

Embargoes and Sanctions Training Course

Market Abuse Regulation Training Course

Developing Secure Applications

Financial Crime Prevention E-Learning Course for Staff

Complaints Handling FCA Compliance

Treating Customers Fairly FCA Compliance

MCOB - General Standards

Ethical Standards in Insurance and Investment Compliance E-Learning

CONC - Consumer Credit Regulations

Markets in Financial Instruments Directive II (MiFID II)

Complaints Handling for the Mortgage Market Course

MCOB - Equity Release

Pensions Ombudsman Complaints Handling

CASS Overview

Whistleblowing for Managers (FS)

Financial Crime Prevention (Commercial Insurance)

Understanding Failure to Prevent Fraud (FTPF) in Financial Services for Managers

Anti-Money Laundering and Counter-Terrorist Financing E-learning Course

Good Outcomes for Vulnerable Customers

Overview of the Consumer Duty

Conflicts of Interest in Asset Management

Training and Competence

Overview of SM&CR for FCA Solo Firms

MCOB - APRC, Shortfalls and Charges

Overview of SM&CR for Dual Regulated Firms

Conduct Rules for Non-Executive Directors (NEDs)

CASS 6 - Custody Rules

CASS 8 - Mandates

MCOB - Disclosures

MCOB - Financial Promotions

Mortgage Credit Directive

Packaged Retail and Insurance-based Investment Products (PRIIPs) Regulation

Sustainability Disclosure Requirements (SDR) and Investment Labels

UCITS

Understanding Failure to Prevent Fraud (FTPF) in Financial Services

Anti-Money Laundering and Counter-Terrorist Financing

CASS 15 - Payment Services and Electronic Money: Relevant Funds

Meeting the Conduct Rules in FCA Solo Regulated Firms

Meeting the Conduct Rules in Dual Regulated Firms

Personal Conflicts of Interest

BCOBS - General Standards

Payment Services Regulations

Senior Management Arrangements Systems and Controls

AIFM Regulations

Breathing Space Regulations

CASS 10 - CASS Resolution Pack