Description
Welcome to the Complaints Module
Handling complaints effectively is more than just a regulatory requirement—it’s a vital part of maintaining trust, improving services, and protecting consumers in the financial services sector.
In this module, you’ll learn what constitutes a complaint, how firms are expected to respond, and the key timelines involved. We’ll explore the FCA’s rules and expectations, the role of the Financial Ombudsman Service, and how good complaint handling can support both compliance and customer loyalty.
By the end of this module, you’ll understand the full lifecycle of a complaint—from initial contact to resolution—and the importance of clear communication, fair treatment, and proper record-keeping throughout.
