Complaints Handling for Managers
One of the three operational objections of the FCA is to protect consumers. Financial firms are required to follow a principles-based approach to dealing with client complaints. Managers play a vital role in enforcing this.Managers and supervisors are responsible for ensuring there are sufficient resources for handling complaints. Their responsibility extends to checking that the complaint handling systems work properly to serve the client.
Our Complaints Handling for Managers Course explains the FCA's rules on how best to manage complaints from retail clients in the financial services sector.
- 35 Minutes
- Managers
- Based on UK legislation, but suitable for global audiences upon the removal of UK-specific references and translation as necessary.
Learning objectives
- Recognise complaints and the importance of dealing with them appropriately
- Understand the manager's role in ensuring that complaints are handled compliantly
- Recognise how the Firm may receive complaints
- Know the procedure for handling complaints
- Follow the rules and etiquette for handling complaints
- Understand the role of the FOS
What can you expect your employees to learn?
Welcome
Introduction
- Expression of dissatisfaction
- Eligible complaints
- Complaints handling
- Exercise: Complaints handling
General requirements
- Scenario: General requirements
- Requirement to inform
- Dealing with the complaint
- Scenario: Dealing with the complaint
- Redress
- Systems & controls
- Scenario: Systems & controls
- Time limits, record keeping & reporting
- Rejecting a complaint
- Categorising complaints
- Exercise: General requirements
Time limits for dealing with a complaint: Acknowledgement
- Progress
- Final response
- Responses earlier than eight weeks
- Speed & quality of response
- Exercise: Time limits
Monitoring complaints
- Scenario: Monitoring complaints
Record keeping & reporting
- Internal reporting
- Six-monthly reports to the FCA
- Exercise: Record keeping
Role of the FOS
- Formal & informal settlements
- Scenario: Formal & informal settlements
- Completely independent
- Exercise: Role of the FOS
Summary
Affirmation
Assessment
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Your questions, answered
Financial Crime
Common FAQs
How can I log and track incidents of financial crime in my organisation?
How can I ensure my employees understand and comply with our internal policies in relation to financial crime?
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Are Skillcast courses SCORM-compliant?
What other tools are needed beyond training?
Is our training content still compliant with the latest legislation?
- You can check the latest course content updates in our library updates page: https://www.skillcast.com/compliance-course-library-updates
- For major legislative changes, we:
- Will send you email alerts to ensure you are notified
- Offer you a free trial of newly created or updated content
- Host webinars with compliance experts to explain the changes and how our training supports your ongoing compliance
Can you translate our content into other languages?
How can I give employees a secure way to record suspicious activity so we can act quickly?
Our Suspicious Activity Register allows staff to log concerns or irregularities they observe, helping you detect potential issues early. The secure register can be reviewed by compliance teams, enabling prompt investigation and action.
What file types are supported by the Skillcast system?
Features |
Supported file types and details |
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File Exchange |
File types: PDF, Excel spreadsheets, Word documents, SCORM and xAPI files, and compressed zip files. Max file size: Default is 1GB, can be increased to a max of 2GB |
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SCORM files |
Versions: SCORM 1.2, SCORM 1.2 for Moodle, SCORM 2004 2nd, 3rd and 4th Edition. Max file size: 1024MB |
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xAPI file |
Max file size: 2GB |
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Videos |
File types: MP4 or MOV. Videos must be optimised, with a max file size of 100MB. If the file is bigger, our Design Team can help |
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Images |
File types: jpg, png and gif. The file size should ideally be 100KB, but it can be up to 250KB |
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CPD evidence |
File types: Word, PDF, Excel and CSV. File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB |
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Policy documents |
PDF or Word File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB |
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Offline activities evidence |
File types: PDF, DOC, DOCX, XLS, XLSX, CSV, PNG, GIF, JPEG, JPG, PPTX and MSG. File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB |
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Client logo files |
File types provided by client: EPS, PDF, AI and SVG |
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Registers |
PDF, DOC, DOCX, XLS, XLSX, CSV, PPT, PPTX, POT, PPA, PPS, JPG, JPEG, PJEPG, PNG, BMP, GIF, MP4, MOV, WMV, CPTX, CP, TXT, ZIP and MSG files |
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Declarations |
JPG, JPEG, PNG, GIF, XLS and XLSX files |
