Complaints Handling and Treating Customers Fairly

Course Summary:

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

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Details:

Cost:

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

20th November 2012

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Course Content:

The handling of complaints is more than just an administrative procedure. The Central Bank'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 Central Bank'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 Central Bank’s and the FSO’s requirements in this key area;

b. understand Central Bank’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 Central Bank’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.

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