Complaints Handling

01
Welcome to the course!
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- Welcome!
- How to complete this training
02
Chapter 1: Introduction to complaints handling
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- Introduction - Complaints Handling and the FCA
- DISP - The Basics
- Quick Quiz - DISP - The Basics
03
Chapter 2: The Rules
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- Consumer Awareness Rules
- Complaints Handling Rules
- Root Cause Analysis - The Basics
- Root Cause Analysis in more detail
- Complaints Resolution Rules - The Process
- Complaints Resolution Rules
- Competently, Diligently, and Impartially
- Forwarding, Recording and Reporting
- Quick Quiz - Complaint Handling Rules
04
Chapter 3: The Financial Ombudsman Service
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- The Financial Ombudsman Service
- Quick Quiz - The Financial Ombudsman Service
05
Chapter 4: Soft Skills
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- The skills you need
- Listening Skills
- Emotional Intelligence - why is it important?
- Developing Emotional Intelligence
- Time management
- Negotiation
- Communication
- Written Communication
- Good Communication Skills
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Next steps
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- Final Exam
- Final Exam
- Congratulations, you have completed your training

This course is designed for staff who deal with complaints from customers of FCA regulated products in the course of their work. If you want to purchase the training for larger teams, please contact robert.bell@rbcompliance.co.uk.