One day workshops for 2020
We will be running four of our workshops in partnership with UK Finance in 2020

Covid-19 update - workshops with UK Finance will be moving to an online resource as more people work from home.
Please see this link for more details:
https://www.ukfinance.org.uk/events-training/fast-growth-firms

We're proud to announce that we'll be working in partnership with UK Finance to present four of our workshops

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One day workshop - Getting to grips with the Distress & Inconvenience Award
13 May 2020

If you handle complaints or customer queries, or have oversight for these areas in a FCA regulated firm, this course will help you:

  • Build on what you need to do under the basics of DISP
  • Understand what Distress & Inconvenience is for and what it doesn’t do
  • Know how to assess levels of redress
  • Nailing consistency of awards
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One day workshop - Complaints handling: Final Response Letters that get results
3 July 2020

If you handle complaints or customer queries, or have oversight for these areas in a FCA regulated firm, this course will help you:

  • Understand why you need the Final Response Letter to work for you
  • Know the key steps to take before writing the letter, to make sure you understand your customer and their complaint
  • Avoiding common mistakes when it comes to tone, length and content of the Final Response Letter
  • Have the best chance of resolving the complaint with the business and reducing unnecessary referrals to the FOS as a result of poor communication
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One day workshop - Handling Complaints
18 September 2020

If you handle complaints or customer queries, or have oversight for these areas in a FCA regulated firm, this course will help you:

  • Build on what you need to do under the basics of DISP
  • Understand what drives people to complain, and what can get in the way
  • Know how people think, feel and behave when they complain
  • Avoid common complaint handling mistakes
  • Have the best chance of reducing unnecessary escalations and referrals to the Ombudsman Service