Complaints Handling - An Introduction for FCA Authorised Firms - Live at Your Desk

Introduction

This introductory level virtual classroom session is aimed at compliance officers and managers as well as those who have oversight for compliance within their business.

What You Will Learn

This live and interactive broadcast will cover the following:

• The FCA's complaint handling rules
• How to provide a comprehensive complaint handling service
• Recurring complaint themes
• Why the culture of your organisation matters
• Intelligence gathering
• Practical use of your root cause analysis
• Reporting complaints
• Common mistakes made by the Boards of FCA authorised and regulated firms
• The key to reducing complaints
• Why a positive compliance culture is key

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.