Course curriculum

  • 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
  • 06
    Next steps
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    • Final Exam
    • Final Exam
    • Congratulations, you have completed your training