This session examines regulatory requirements of complaints handling as well as the services of the Financial Ombudsman Service.This includes policies, procedures, reporting requirements as well the business benefits that an effective complaint handling process can bring.

What's Covered
  • Complaint handling

  • Financial Ombudsman Service

Course Outcome
  • Define what is meant by a ‘complaint’

  • Discuss the regulatory framework applicable complaints handling

  • Explain the role of the Financial Ombudsman Service (FOS)

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