Complaints management for regulated firms

The BVRLA has launched a new online, instructor-led training course to support those working in a customer facing role or dealing with complaints in a regulated business. 

This half-day course will take place on Tuesday 9 February at 10.00am, and there are also dates scheduled in May, September and December.  

The course focuses on customers’ common areas of concern including Covid-19, Forbearance and Safeguarding-related complaints. 

The course is designed to help delegates to better understand customer contracts, reduce the risk of potential complaints, and learn what a good complaints system looks like. It covers: 

  • If you do get a complaint, how to ensure you fully understand the problem or complaint? 
  • How to respond to a complaint?   
  • Who should send the final response?   
  • If the response is not fully accepted are you aware of the BVRLA dispute resolution service?   

Read more, check availability and book online via the BVRLA website.