How to handle regulated complaints

The activities in this pathway show you how to handle complaints according to the regulatory requirements set by the UK conduct regulator; the Financial Conduct Authority (FCA).The pathway begins by identifying the types of complaints subject to these regulations and which consumers are eligible to have their complaints handled accordingly. This is followed by examining the internal complaint handling process and the timescales that firms are subject to. We also examine the role of the Financial Ombudsman Service and their powers when dealing with disputes between complainants and regulated firms; including the timescales relevant to the service they provide. Finally; theres a useful top tips activity at the end of the pathway; giving you help with the soft skills needed when handling complaints.