IDD Complaint Handling

Overview

"The course will give you an in depth understanding of complaint handling in a regulated environment.
We will explore the FCA Complaint Handling rules, and the relevant regulation.
We will tackle the lens of viewing complaints as purely a “nuisance” and refocus to see them as an important opportunity for real time feedback and interaction with our customers.
We will take a look at the different types of complaints, and the applicable processes and timescales for handling them.
We’ll also explore the impact of the new Consumer Duty on complaints handling with particular focus on good outcomes for our customers.
Through using interactive exercises and realistic scenarios we will run through examples of complaints and the ways we should and should not handle them."

Learning Objectives

• Recognise what a complaint is and understand the importance of them to your organisation
• Be aware of the Complaint Handling rules, and the role of the FOS
• Understand the process and timescales of dealing with regulated complaints
• Be aware of the FCA’s reporting requirements"

Speaker Bio

I am a compliance professional with 9 years’ experience in highly regulated environments in a variety of roles.
With 5 years’ experience in compliance and governance positions across insurance and fundraising.

I chose compliance as my specialism as I enjoy topics that require critical thinking, ethical consideration, interpretation of regulation/legislation, and that offer challenge in an environment subject to change.

My knowledge and experience coupled with my passion and approach to compliance as a collaborative cross-organisational function, moving away from compliance as a “tick box exercise”, has helped shape and support organisations to succeed whilst still offering protection from financial and reputational damage.

Training, learning and development and offering guidance on complicated topics in simple understandable terms has always been my favourite part of my previous roles, and I am passionate about sharing my knowledge, experience, and expertise to
allow others to develop and grow.

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