Complaint Handling under DISP

Description

In 2020-2021, the Financial Ombudsman Service upheld a staggering 40% of complaints (not relating to the Payment Protection Insurance scandal) and received over 236,000 new cases that had nothing to do with that scandal. These extraordinary numbers tell that firms desperately need to handle complaints better. This is not just about satisfying customers but meeting the needs of regulators and Ombudsman schemes. The FCA’s DISP rules which deal with complaint handling build on forty years of experience in this area. Our trainer, Adam Samuel have been deeply involved in this subject for over three quarters of that time. He is the author of the only textbook on the subject, a fund of complaint handling stories from all the different perspectives of firms, complainants, Ombudsman, adjudicator and even claims management firms. Above all else, this course is about using the rulebook to produce better more accurate and less intrusive complaint handling.