Handling Complaints in a Regulated Environment - Searchlight Insurance Training

Handling Complaints in a Regulated Environment

Combining FCA regulations on complaint handling with information from the Financial Ombudsman Service and general principles of customer service and complaint handling, this workshop is suitable for all who handle insurance related customer complaints.

This is an interactive workshop concentrating on the complaints process and complaints in relation to certain classes of insurance.

Level: Regulatory

Duration: 1 day(s) CII CPD Hours: 6


By the end of this workshop delegates will be able to:

  • Outline a best practice approach to complaint handling
  • Explain the key requirements of the FCA regulations in relation to complaint handling
  • Describe the role of the Financial Ombudsman Service and its approach to common issues
  • Describe alternative dispute resolution methods


• Complaints Best Practice

• The Value of Complaints
• Receiving Complaints
• Listening
• Empathy
• Taking Ownership
• Investigation
• Responding to Complaints
• Learning Lessons

• FCA Complaint Handling Rules

• What is a Complaint?
• Who Should Handle Complaints?
• Timescales
• Recording and Reporting Complaints
• Senior Management Responsibilities
• Treating Customers Fairly

• Financial Ombudsman Service (FOS)

• The Role of the FOS
• Scope of Jurisdiction
• Procedure for Referrals to the FOS
• Common Causes of Complaints
• FOS Publications