Complaints Handling 2009
This course has been designed to help you understand the complaints handling section (Dispute Resolution: Complaints) of the FSA Handbook and the concept of treating customers fairly (TCF).
Objectives
In this course, you will learn about the FSA’s requirements and procedures for handling complaints
By the end of the course, users should have an understanding of:
- the complaints handling rules and guidance (e.g. timelines);
- the link between FSA’s rules and the requirements for senior managers, systems and controls (Root Cause Analysis & Management Information);
- the work of the Financial Ombudsman Service; and
- complaint resolution.
Who is it for?
Relevant for all regulated firms that are covered by the Dispute Resolution Sourcebook.
How is the information presented?
You take the course online. It has:
- questions to assist users in their understanding of the topics covered;
- interactive features and links to find extra sources of information;
- a practical case study; and
- audio commentary.
Duration
The course takes approximately 40 minutes. You can stop and start the course at any time.
Other information
The course costs £25 per person to purchase. Terms and conditions apply. Purchase is made online .
We will update modules to reflect policy changes; once a module becomes out of date we will remove them from the system and from further access by users. Please see the Terms and Conditions explained in the Legal notes, section 5.9. Owners of this and other modules are advised to log onto our website on the day to ensure that it remains current as at that date. Distance learning modules are hosted on a customer’s home pages for a period of 18 months from the purchase date.
Minimum computer specification
- Pentium 3® processor or higher
- Windows 2000® or higher
- 256Mb of RAM
- Internet Explorer® 5.5 or later. Netscape 7.0
- Sound enabled with speakers or headphones for commentary – optional
- NB: Pop-up blockers must be disabled.
Updated Modules
Purchasers of modules are assigned a personal home page where this module is hosted. If a published module is updated Industry Training will endeavour to substitute the purchased module with the amended one, for example, in circumstances where the module was only recently purchased. In circumstances where Industry Training has removed an older module from further use, because it is out-of-date or has been superseded by a new module, past purchasers will no longer have access rights to the module from their home page. Please also see our Legal Pages.
