When:	Dublin - Friday 23rd July 2010, 9.00am to 1.00pm
Venue:	Central DUBLIN City Venue
Cost:	Cost: €380 (No VAT)
CPD allowance:	Formal and Informal CPD: max 4 hours (subject to your professional body's rules). You may be able claim a mix of formal and informal hours for the full 4 hours of tuition (subject to your body's rules)   Institute of Bankers: QFA - 3 formal hours CPD Member (including registered Stockbrokers) - 3 formal hours LCOI - 4 formal hours CeB - 3 formal hours   Insurance Institute of Ireland/PSAB-GI: CIP - 2 formal hours CPD Member - 2 formal hours LCOI - 2 formal hours ACII/FCII: - 2 formal hours (This event can be used as part of your Chartered Insurance Institute (CII) CPD scheme requirement should you consider the content relevant to your development needs.)
Make a BOOKING:	Terms & Conditions and Cancellation Policy - Please Read Privacy Statement - Please Read   TO BOOK THIS COURSE AND PAY BY CREDIT CARD CLICK BUTTON BELOW.   To make a payment by wire transfer please make your booking via BOOKINGS@COMPLIANCEIRELAND.COM including the course name, course date, your name and contact details (including telephone number). You will receive an automatic response. Thereafter we will email you with wire transfer and other payment details.

 

“Compliance Officers need to be able to feed into the complaints process to see what issues are causing problems for your customers and what systems or process changes could address these.” Chief Executive, Financial Regulator

 

"The use of case studies … sets you [Compliance Ireland] apart.  Also the fact that you jump between Irish & UK legislation and regulators continues to be key to us.” (Insurance Firm – Treating Customers Fairly attendee)

 

“Extra handouts and folder were well presented and useful reference tool” (Funds Company - Treating Customers Fairly)

 

Read more testimonials here

 

AIMS:

The aims of this course are to help firms understand Financial Regulator’s and the FSO’s complaints handling requirements and how to work towards meeting the principle of Treating Customers Fairly (“TCF”).

The handling of complaints is more than just an administrative procedure. The Financial Regulator's Consumer Protection Code effectively requires firms 'To Treat Customers Fairly'. This course will provide you with the information you need to:

1. fully understand how the TCF concept affects your business processes (including product design and giving of advice);
2. best approach a complaint,
3. understand the principles of good complaints handling;
4. know about Financial Regulator's complaints rules and time limits;
5. know about dealing with the Financial Services Ombudsman;
6. be able to recognise and close gaps identified;
7. understand the questions the Financial Regulator's supervisors might ask and areas they might review; and
8. structure your complaints handling policy and procedures.

BENEFITS:

By attending this course participants will:

 

a. understand Financial Regulator’s and the FSO’s requirements in this key area;

 

b. understand Financial Regulator’s and FSO’s expectations of senior management and staff involved in complaints handling;

 

c. how the principle of treating customers fairly interacts with your firm’s complaints handling requirements;

 

d. develop their understanding of TCF;

 

e. be equipped to begin to assess their firm’s compliance with complaints handling procedures and the TCF principle;

 

f. be in a position to recognise and effectively close gaps in policies, procedures and processes;

 

g. know the common problems and weaknesses encountered in industry;

 

h. understand the questions the Financial Regulator’s supervisors might ask and areas they might review;

 

i. gain a full understanding of the full role and powers of the FSO;

 

j. learn the fundamentals of making objective decisions with regard to consumer complaints;

 

k. increase your confidence and competence; and

 

l. understand how appropriate procedures and processes will build positive customer relationships and reduce the need for cases to be referred to the FSO.

 

m. mock examples of complaints will be utilised to show how complaint should be properly handled.

Do you know that in Ireland: the number of complaints received by the FSO increased by 36% to 6,000 in 2008; and that in the first half of 2009, complaints to the FSO were up by 42%.  In the UK, the FSA has banned a directors of a financial firm for poor complaints handling processes, fined companies between £90,000 and £735,000 for not treating customers fairly and withdrew the authorisation of a compliance officer whose firm did not treat customers fairly? This course covers the Ombudsman’s new compliant procedures introduced in August 2008

WHO SHOULD ATTEND:

• Directors (Executive & Non-Executive)
• Compliance Officers
• Customer relationship staff & managers
• Complaints investigation staff
• Customer relations staff
• Customer feedback & performance analysis staff
• Client Sales staff

 

Scroll back to top of page for details of how to book and pay and CPD points.