Under the Financial Conduct Authority’s rules, regulated businesses must have processes for handling complaints fairly and promptly.
The BVRLA supports regulated firms by providing an online instructor-led course to help delegates understand the importance of correct complaint handling, how to implement the correct timelines set by the FCA and the BVRLA Code of Conduct, and when complaints should be logged and reported to the FCA.
The course also covers Forbearance, Safeguarding and where to refer a customer if they don’t accept the final resolution. A core principle of complaint handling is to ensure that customers are treated fairly.
The next course date is Tuesday 11 May 2021. Check availability or book online: Complaints Management in a Regulated Environment (Forbearance & Safeguarding)
If a complaint falls within the scope of the FCA rules, then it must be handled in accordance with the procedures in the Dispute Resolution section of the FCA Handbook (DISP) and take account the additional requirements in the BVRLA Code of Conduct.
