Who should attend?
Suitable for anyone operating in a customer facing role, dealing with complaints in a regulated business.
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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.
Learning Outcomes
By the end of this course, you will be able to:
- Understand why complaint handling must remain compliant with FCA requirements.
- Explain the importance of the Consumer Duty principles and treating every customer fairly.
- Understand every issue raised and what procedures must be followed to remain compliant.
- Use your skills to review real cases.
- Explain the importance of forbearance procedures.
- Identify and support vulnerable customers.
- Understand the role of BVRLA’s Code of Conduct and ADR service.
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.
