Complaints Management in a Regulated Environment (Forbearance & Safeguarding) - Remote Learning Course

All businesses regulated by the FCA must follow and have processes for handling complaints fairly and promptly. This course will help delegates recognise and follow the necessary steps in complaint resolution, to implement an investigation process, understand the timelines for acknowledging and final resolution, and know who is responsible internally for handling and logging complaints and when they should be reported to the FCA. This course will also cover Forbearance and Safeguarding.

Who should attend?

Suitable for anyone operating in a customer facing role, dealing with complaints in a regulated business 

Course content

By attending this course you will understand how all businesses regulated by the Financial Conduct Authority (FCA) must follow complaint-handling rules. Under the rules, businesses must have processes for handling complaints fairly and promptly. The FCA defines a complaint as an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service.

If a complaint cannot be avoided, you will understand how all businesses regulated by the Financial Conduct Authority (FCA) must follow complaint-handling rules and how your business must have processes in place for handling complaints fairly and promptly.

The FCA defines a complaint as an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service.

If a complaint falls within the scope of the FCA rules then it must be handled in accordance with the procedures in DISP and you must also take account of the additional requirements in the BVRLA Code of Conduct. A core principle in complaint handling is ensuring that customers are treated fairly.

On this course you will understand:

  • How to avoid complaints with the help of the initial handover, by fully explaining the contract and getting written confirmation from the customer that everything has been understood.
  • The importance of fully understand the problem/complaint while remaining compliant with FCA requirements
  • Your obligations in recognising and following the necessary steps in complaint resolution.
  • How to implement an investigation process and understand the timelines for acknowledging and final resolution
  • Who is responsible internally for handling and logging complaints and when they should be reported to the FCA and who would send the final response.
  • The Do's and Don'ts in respect of complaints
  • The impact of Covid 19 on Forbearance and Safeguarding
  • The BVRLA Reconciliation Service

Learning outcomes

  • Understand why complaint handling must remain compliant with FCA requirements
  • The importance of Treating every Customer fairly
  • Develop an understanding of every query raised and what procedures must be followed to remain compliant
  • Have a compliant complaints policy and procedure in place
  • Reduce anxiety for potential complainants and reduce staff’s personal stress
  • Understand the role of BVRLA’s Code of Conduct and BVRLA’s  reconciliation service

Duration

This course is from 10am – 1.30pm.

Dates and Locations

Please use the drop down menu on the right hand side of this page to see the dates that are currently available. 

All courses are now held via an interactive online tool. Details of which will be sent when booking has been confirmed.  

Costs

£295 + VAT Member Fee 

£395 + VAT Non-Member Fee

Trainer

Tony Doidge is an experienced BVRLA trainer with over 30 years’ experience in Financial Services, FCA Compliance and training where he has provided courses for major car manufacturers such as BMW, Mercedes, Audi and Jaguar Land Rover. Tony specialises in the Sales Process, Consultative Sales, Sales Management, Management Leadership and importantly Treating Customers Fairly, he also provides guidance and training on compliance and FCA governing practices.

 

 


Cancellation Policy 
Requests for cancellation of a training course booking must be received in writing via email to training@bvrla.co.uk for the attention of the Learning and Development Professional. Requests for cancellation received more than 30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 25% of the course fee. Requests for cancellation received more 15-30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 50% of the course fee. There is no refund on cancellations made 14 days or less prior to the course start date as there is an impact on other delegates who have booked to attend and could result in the course being cancelled overall.

Postponements
Postponement of attendance from one course to a later course can be requested in writing as per the cancellations policy above to training @bvrla.co.uk. Requests to postpone more than 30 days prior to the course start date will incur an administration charge of £35 + VAT. Requests to postpone more 15-30 days prior to the course will incur an administration charge of £70 + VAT. Requests to postpone 14 days or less prior to the course will be treated as a cancellation, with no refund payable.

Substitutions
You can request the substitution of a delegate for another in writing as per the cancellations policy above to training@bvrla.co.uk. There is no charge for this. Requests for substitution must be made no later than one business day prior to the scheduled course start date.