Dealing with complaints
Session Content
At some point an advisor is likely to receive a complaint for one thing or another. This seminar will focus on how best to avoid receiving a complaint, effectively dealing with a client’s complaint and liaising the Financial Ombudsman Service (should a complaint get that far).
A light buffet lunch and refreshments will be available from 12.15 with the seminar starting at 1p.m. for an hour.
Learning Objectives
By attending this event, delegates will be able to describe:
- What constitutes a complaint?
- How best to avoid receiving a complaint?
- How to deal with a complaint?
- How to Liaise with the Financial Ombudsman Service should a complaint get that far.
Speaker Biography
Philippa Hann has specialised in financial services litigation for almost a decade. Much to her team’s delight, she insists that they take the Diploma in Regulated Financial Planning. She has not made exception for herself. She acts for both those who give and receive advice.
Experience
- Professional negligence claims against IFAs and accountants for advice to invest in film partnerships.
- Mis-selling claims arising from an AIG Life Bond. Those claims ranged from £30,000 to £10,000,000.
- Keydata Bond misselling claims.
- Pension and IHT product misselling claims.
- Pension transfer claims.
- Interest rate swap claims.
- Foreign exchange trading claims
Terms & Conditions
The Nottingham Insurance Institute charges for non-attendance at all CPD events. If you do find that you are unable to attend, we ask that you give us at least 4 working days notice that you are no longer able to attend.
Please note, if you fail to let us know before this deadline, we will need to charge a £30.00 (inc. VAT) non-attendance fee to cover the cost of catering, booking arrangements and denial of your place to other members.
All cancellations must be received by email and you will receive confirmation of your cancellation. You may also nominate a replacement if you are unable to attend. By proceeding with the registration you agree to these terms and conditions.
Special Requirements
If you have any special requirements, be these of a dietary, disability or religious nature, please respond to your booking confirmation email with the details.
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CII Accredited
This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.
1 hour's CPD can be claimed for this event if relevant to your learning and development needs.
It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.