Complaints Handling

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Date(s) - 07/06/2017
9:30 am - 5:00 pm



Name of Event
7 June London

Who should attend?
This course is ideal for any client facing personnel and those responsible for the investigation and management of complaints


What are the outcomes of attending?

  Complaint handling procedures

  • DISP – Understanding the Dispute Resolution handbook
  • Application to non-eligible complainants
  • Are your complaints procedures aligned? What are the gaps?

Financial Ombudsman Service

  • Understand the latest FOS trends
  • Learn to avoid common problem areas
  • Review real life cases
  • How to improve performance

Recognising complaints

  • What’s the definition of a “complaint”?
  • Complaint forwarding
  • Examples to learn from
  • What is root cause analysis? Why bother with it? How do you implement it?

Effective implementation

  • What are the benefits of effective complaint handling?
  • Understanding your complainant’s expectations
  • Improving interpersonal and communication skills
  • How to deal with emotional complainants
  • Internal education and implementation

Creating real satisfaction

  • How to investigate objectively
  • What are the wider circumstances?
  • How to decide on an appropriate response
  • Presenting that response to the complainant


Who is running the workshop?


What have previous delegates said about this workshop?

How much does it cost?
Single Booking £595.00 +VAT
Multiple Booking £535.50 +VAT

How do I book?
Call 0203 178 4230 or email today


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