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Complaints Handling
Learn how to handle customer complaints effectively and in compliance with FCA requirements. Covers the complaint process, time limits, record-keeping, and escalation to the Financial Ombudsman Service.
1 modules, 1 lessons~10 minutes80% pass mark4 flipcards, 1 scenario
CPD Aligned
This course covers complaints handling principles. FCA-regulated firms have specific DISP requirements. Check your firm's complaints policy for detailed procedures.
What you will learn
- Define what constitutes a complaint under FCA rules
- Follow the correct complaint handling process
- Know the time limits for responding to complaints
- Understand when and how to escalate to the Financial Ombudsman
- Maintain proper complaint records for regulatory purposes
Who is this for?
All customer-facing staff
Course details
Duration~10 min
Modules1
Lessons1
Pass mark80%
CertificateYes
CPD Hours0.2
Jurisdiction
UK (FCA DISP, Consumer Rights Act 2015)
Course Modules
1
Effective Complaints Handling
~10 minHow to handle complaints professionally and compliantly
The Complaints Process
AudioVisualFlipcardsScenario
Assessment - 5 questions
Total Questions
5
Pass Mark
80%
Audio
1/1
Certificate
Yes
v1.0.0 | Updated 2026-07-01 | Sources verified 2026-07-01
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