Mastering Complaints Handling under the Consumer Duty

Introduction

In a regulated environment, a complaint is more than just a customer grievance - it is a critical regulatory event. With the implementation of the Consumer Duty, the FCA has shifted the goalposts: it is no longer enough to simply process a complaint; firms must now prove they are delivering ‘Good Outcomes’ and actively removing ‘Foreseeable Harm’.

For front-line staff, the challenge is significant. You are expected to identify a ‘regulated complaint’ the second it is uttered, manage the strict 3-day Summary Resolution window, and support vulnerable customers - all while maintaining a professional relationship.

This session will enable delegates to identify the key rules and requirements, recognise how to determine eligible complaints, and consider the commercial implications of Financial Ombudsman Service (FOS) decisions when handling complaints. It will also support participants in applying best practices to meet their Consumer Duty obligations and in building a robust, good-practice framework for effective complaint investigation.

What You Will Learn

This live and interactive course will cover the following:

• The FCA Regulatory Framework (DISP)
• Source Authority: Detailed examination of the Dispute Resolution: Complaints (DISP) sourcebook
• Defining a Complaint: The technical definition under DISP Glossary
• Scope: Identifying ‘Eligible Complainants’
• Internal Procedures:
• The requirement for ‘appropriate’ and ‘effective’ complaint-handling procedures
• Publication requirements (making procedures accessible to customers)
• Summary Resolution and Final Response Letter (FRL)
• Relevant time limits, forwarding and time barring
• Application and Root Cause Analysis (RCA)
• Investigative Standards: The requirement to investigate competently, diligently, and impartially
• Fair Redress: Determining appropriate ‘offers’ of redress, including financial compensation (distinguishing between direct loss, interest, and ‘distress and inconvenience’)
• Root Cause Analysis (DISP 1.3.3R): * The mandatory requirement to identify and remedy systemic issues
• Communication Standards: Ensuring responses are ‘fair, clear, and not misleading’ as per the broader PRIN (Principles for Businesses) and Consumer Duty requirements
• The Financial Ombudsman Service (FOS)
• Role and Function: Understanding the FOS as an independent dispute resolution body
• The ‘Fair and Reasonable’ Test: How the FOS differs from a court of law (deciding cases based on what is fair and reasonable in all circumstances, rather than strictly on legal precedent)
• The Ombudsman Process
• Impact of FOS Decisions: The binding nature of accepted decisions and the implications of FOS ‘thematic’ feedback on firm-wide policy

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.