Search
All businesses regulated by the FCA must maintain strong compliance frameworks, regulatory governance, customer protection standards and fair treatment policies when managing customer complaints. This course provides advanced practical training in regulated complaints management, dispute resolution processes, consumer protection, financial conduct compliance and operational best practice. Delegates will learn how to recognise, record and manage complaints effectively, follow structured investigation methodologies, apply FCA regulatory timelines for complaint acknowledgement and final response, and implement compliant escalation and reporting procedures. Gain insight into internal accountability structures, complaint ownership, audit trails, quality assurance processes and regulatory reporting requirements.
The course also explores forbearance, customer vulnerability management, safeguarding responsibilities, financial hardship considerations and ethical customer outcomes. Strengthen knowledge of regulatory risk management, compliance monitoring, governance controls, customer experience improvement and service quality standards. Ideal for customer service, compliance, legal, risk, finance, operations, fleet, automotive, leasing, rental, sales and account management professionals working within regulated financial, mobility and consumer-facing sectors who want to improve regulatory understanding, operational efficiency and customer trust.
Who should attend?
Who should attend?
Customer-facing professionals across the automotive, fleet, leasing, rental and mobility sectors
Customer service, contact centre and support team members
Sales, account management and business development professionals
Compliance, risk and regulatory governance teams
Finance, leasing and credit operations staff
Product, pricing and commercial specialists
Operations, logistics and service delivery teams
Managers responsible for customer experience, service quality and regulatory standards
Anyone working in regulated automotive, mobility or financial services environments who may handle customer complaints or feedback
Learning Outcomes
Understand FCA regulatory requirements, Consumer Duty principles and why fair customer treatment is essential in complaint handling
Recognise, record and investigate customer complaints using compliant procedures that meet governance, audit and regulatory standards
Review and analyse real complaint cases to identify root causes, risks and appropriate resolution outcomes
Apply forbearance principles when supporting customers experiencing financial difficulty, hardship or payment challenges
Identify and support vulnerable customers using ethical, safeguarding and customer care best practice
Understand the role of industry standards, including the BVRLA Code of Conduct and regulatory expectations
Understand escalation routes, regulatory reporting requirements and the use of Alternative Dispute Resolution (ADR) services when complaints cannot be resolved internally
Who trains this course?
Charlotte Plumb is an experienced L&D professional who has designed and delivered training courses on a range of topics, including complaints handling. She has worked in various L&D roles within the automotive industry since 2015 and has been part of the BVRLA family since 2023. Charlotte is responsible for the quality, accuracy and compliancy of the content of BVRLA’s e-learning, online and in-person L&D portfolio. As our L&D Specialist, she liaises with subject experts, working groups and Funder panels to ensure our training is compliant with regulatory regimes and other external accreditations e.g. the FLA’s SAF Equivalence programme.
Duration and Cost
10am - 3pm
*Book your spaces 2 weeks or more in advance of the course date and receive a £100 discount on the course fee*
Member Fee: £329 + VAT (Full Price £429 + VAT less than 2 weeks before the course date)
Non-Member Fee: £529 + VAT (Full Price £629 + VAT less than 2 weeks before the course date)
Have you considered Driven By You?
This course, alongside our whole course portfolio, can be 'Driven by You' exclusively for your business. Visit our BVRLA Driven by You page to find out more.
