Course curriculum

    1. Welcome!

    2. How to complete this training

    1. Introduction to complaints handling

    2. Our scenario

    1. What is a regulated complaint?

    2. Motor Finance Agreements - Redress Scheme

    3. John's Letter

    4. Identifying the complaint

    1. Investigating Sarah's Complaint

    2. Soft Skills in Complaints Handling

    1. Complaints Resolution Rules

    2. Root Cause Analysis

    3. Forwarding, Recording and Reporting

    1. Quiz-As-You-Learn: The Financial Ombudsman

    2. The Financial Ombudsman Service

About this course

  • £36.00
  • 17 lessons
  • 0 hours of video content