UK Complaint Handling Compliance Training

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Additional languages available
Meets accessibility standards
Auto-save training, mobile-friendly
Deliver on Ethena or your LMS (SCORM)

Course Summary

The FCA’s DISP rules set clear standards for how firms must acknowledge, investigate, and resolve customer complaints fairly. This Ethena course helps staff handle complaints confidently, meet deadlines, and know when to escalate.

Why FCA complaint handling rules matter
What poor complaint handling can cost
Applying complaint handling principles in practice
How to manage escalated complaints

Included Modules:

Why Complaint Handling Rules Matter

Explains the FCA’s DISP complaint handling rules and why fair, timely resolution protects customers, supports Consumer Duty, and builds lasting trust in your firm.

What Happens When Complaints Go Wrong

Shows how poor complaint handling leads to FCA scrutiny, Financial Ombudsman referrals, redress costs, and reputational damage when firms ignore or mishandle concerns.

How to Apply Complaint Handling Principles

Walks through acknowledging, investigating, and resolving complaints fairly within DISP timeframes, communicating clearly and recording decisions accurately.

How to Handle Escalated Complaints

Covers recognising when complaints must be escalated, managing Financial Ombudsman Service referrals, and responding to complex or repeat issues with care and accountability.

Why is this training important for workplaces?

Anti-money laundering (AML) is crucial for maintaining the integrity of financial systems and preventing illegal activities. Implementing strong AML measures protects businesses from reputational damage, legal consequences, and financial losses. It ensures compliance with regulatory requirements and enhances trust among clients, investors, and stakeholders. By understanding and actively addressing money laundering risks, organizations can foster a safe and secure environment, safeguard their assets, and contribute to the overall stability of the financial ecosystem.

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