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Handle Complaints with Confidence and Compliance
Develop the knowledge and practical skills to manage complaints fairly, consistently and in line with FCA requirements. This instructor-led course explores complaint handling, Consumer Duty, forbearance, safeguarding and vulnerability, equipping delegates to deliver better customer outcomes while reducing regulatory risk
Course Overview
Effective complaint handling is a cornerstone of regulatory compliance and customer trust. Businesses operating in FCA-regulated environments must ensure complaints are recognised, investigated and resolved fairly while meeting strict regulatory expectations and delivering positive customer outcomes.
This practical course provides a comprehensive understanding of complaint management in regulated businesses, covering FCA complaint handling requirements, Consumer Duty, forbearance, safeguarding and the support of vulnerable customers. Through real-world case studies and practical guidance, delegates will learn how to investigate complaints effectively, understand escalation procedures and apply best practice throughout the complaint journey.
Whether you work in customer service, compliance or operational management, this course provides the confidence and knowledge to manage complaints professionally while protecting both customers and your business.
"The trainer was very thorough, clear and approachable to any Q. Clear slides and well presented in a natural yet professional way (as opposed to robotic or dull) The content was interesting, and I certainly learned various bits which I am sure I will use / refer to."
Reuben Hartnoll, Enterprise Rent A Car
Who This Course Is For
Designed for professionals working in FCA-regulated businesses who are responsible for managing customer complaints or supporting customers throughout the complaint resolution process.
Ideal Learners
- Customer Service & Contact Centre Teams
Handling customer complaints and resolving issues fairly and efficiently. - Compliance & Risk Professionals
Looking to strengthen regulatory knowledge and complaint governance. - Operations & Service Delivery Teams
Supporting compliant processes and improving customer outcomes. - Sales & Customer-Facing Professionals
Wanting to better understand complaint handling responsibilities and Consumer Duty. - Managers & Team Leaders
Responsible for complaint oversight, quality assurance and customer experience.
Learning Outcomes
By the end of this course, learners will be able to:
- Understand FCA complaint handling requirements, Consumer Duty principles and the importance of treating customers fairly.
- Recognise, investigate and resolve complaints using compliant processes and regulatory timescales.
- Apply forbearance principles when supporting customers experiencing financial difficulty or hardship.
- Identify vulnerable customers and respond appropriately using safeguarding best practice.
- Understand escalation routes, regulatory reporting requirements and the role of the BVRLA Code of Conduct and Alternative Dispute Resolution (ADR).
Key Benefits
- Build confidence in managing complaints within regulated environments.
- Improve understanding of FCA complaint handling requirements and Consumer Duty.
- Strengthen knowledge of forbearance, vulnerability and safeguarding responsibilities.
- Learn practical investigation techniques using real complaint scenarios.
- Reduce regulatory risk while improving customer experience and business compliance.
Driven By You - Bespoke as you want it
Does this course sound like it could benefit a number of people in your business?
Consider our Driven By You option - bespoke courses and content, built to fit your needs, your budget, and your timescale. From small team sessions for 5 staff members to large-scale projects with 400+ participants, we can deliver it all.
No, as well as facilitating the courses online via MS Teams, we can deliver the course at any location – whether this is at our office or at a venue of your choosing.
As an Advisory guide Price, instructor-led online courses for 10 people start from £2,900 + VAT. Final pricing is bespoke and will depend on your chosen content, delivery requirements, business needs, and overall programme scope. Get in contact with us for a bespoke proposal at [email protected]
We would advise a maximum of 12 delegates per course but we can discuss any individual requirements with you to suit your needs.
Yes absolutely, we can work with you to ensure the course is exactly right for your colleagues.
We would not recommend this. For the best experience we advise each delegate should have their own laptop/iPad with a working microphone and camera.
Meet the Trainer
Charlotte Plumb
Charlotte 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 Lead, 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.
Pricing
This live Instructor-led course runs from 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: £429 + VAT (Full Price £529 + VAT less than 2 weeks before the course date)
Driven by you Bespoke day - POA per group Size please enquire [email protected]
