Mastering Financial Ombudsman Service Complaints: Changes, Consumer Duty & Strategy

Introduction

This advanced and interactive virtual classroom session provides an in-depth consideration of the recent changes impacting decision-making at the FOS, the way in which the Consumer Duty is being considered in FOS decisions, strategy when handling complaints and areas of emerging risk.

The session is designed for those who have completed the Intermediate course on How to Effectively Handle Complaints to the Financial Ombudsman Service who now want a more concentrated focus on strategy in complaint handling. It is also suitable for already experienced practitioners who want to deepen their understanding.

What You Will Learn

This live and interactive session will cover the following:

• The broad and more specific recent changes to the FOS process with a particular focus on their impact on FOS decision-making in the context of ‘modernising the redress system’
• The way in which the FOS is taking into account the Consumer Duty when making decisions with an in-depth look at a variety of recent FOS decisions across different product areas relating to various key Consumer Duty outcomes
• Interactive approach at analysing recent FOS decisions, enabling you to develop practical takeaway skills in structuring and drafting arguments, anticipating counterarguments and putting together submissions to maximise chances of success
• Areas of emerging risk and how the FOS is likely to evolve over the next few years in the context of decision-making

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.