Course curriculum

  • 01
    Welcome to the course!
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    • Welcome!
    • How to complete this training
  • 02
    Chapter 1: Introduction
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    • Introduction
    • Lucy's action plan
  • 03
    Chapter 2: DISP: The Complaints Handling Rules
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    • Introduction to DISP: The Complaints Handling Rules
    • Complaints Handling - The Basics
    • Motor Finance Agreements - New Complaint Handling Rules
  • 04
    Chapter 3: Soft Skills
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    • Soft Skills for Complaints Handling
  • 05
    Chapter 4: Investigation Skills
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    • Investigating Complaints - Maze
    • Investigating Complaints - Key points
  • 06
    Chapter 5: Resolving Complaints
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    • Complaint Resolution Rules
    • Complaints Resolution Rules - Summary Resolutions
    • Forwarding, Recording and Reporting
    • Root Cause Analysis
  • 07
    Chapter 6: The Role of the Financial Ombudsman Service
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    • The Financial Ombudsman Service
    • Quick Quiz - The Financial Ombudsman Service
  • 08
    Next steps
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    • Final Exam
    • Final Exam
    • Congratulations, you have completed your training