Course Summary:

With the preservation of a strong consumer protection focus by the Central Bank, ‘Complaints Handling’ and ‘Treating Customers Fairly’ (under the Consumer Protection Code) is a priority for customer/consumer-facing firms. The manner in which consumers and customers are treated will be the subject of continued supervision and enforcement work by the Central Bank. Using current case studies, this course is essential for firms wishing to demonstrate their understanding of, and compliance with, these important principles and integrate these into their businesses and culture. This course covers the Financial Services Ombudsman’s complaints procedures. This course will also be of benefit to MiFID firms as there is no underlying rule on how these firms must handle complaints under the MiFID Regulations.

Course Content:

By attending this course participants will:

  • understand Central Bank’s and the FSO’s requirements in this key area;
  • understand Central Bank’s and FSO’s expectations of senior management and staff involved in complaints handling;
  • learn how the principle of treating customers fairly interacts with your firm’s complaints handling requirements;
  • develop their understanding of TCF;
  • be equipped to begin to assess their firm’s compliance with complaints handling procedures and the TCF principle;
  • be in a position to recognise and effectively close gaps in policies, procedures and processes;
  • know the common problems and weaknesses encountered in the industry;
  • understand the questions the Central Bank’s supervisors might ask and areas they might review;
  • gain a full understanding of the full role and powers of the FSO;
  • learn the fundamentals of making objective decisions with regard to consumer complaints;
  • increase your confidence and competence with TCF;
  • understand how appropriate procedures and processes will build positive customer relationships and reduce the need for cases to be referred to the FSO; and
  • see how mock examples of complaints will be utilised to show how the complaint should be properly handled.

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


€380 per attendee (All training fees are VAT exempt)


Date Time Venue

Wednesday 8th May 2019

9.15am - 1.15pm

38/39 Baggot Street, Dublin 2

Wednesday 25th September 2019 9.15am - 1.15pm 38/39 Baggot Street, Dublin 2

Alternative Payments:

To pay by bank transfer/cheque please make your booking via including the course name, course date, your name and contact details (including email address and telephone number). We will email you with an invoice and course details which includes the details of how to make payments.


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CPD Details:

Institute of Bankers: Formal CPD Hours

QFA: 2.5 hours
CPD Member: 2.5 hours
RS CPD Member: 2.5 hours
LCOI: 3.5 hours
Chartered Banker: 3.5 hours
CeB (Certified Banker): 3.5 hours

Insurance Institute of Ireland: Formal CPD Hours

CPD Member: 2.5 hours for MCC Product Categories 4,5,6
ACII/FCII Chartered Insurance Institute CPD Scheme: 2.5 hours

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