FCA - Complaints Rules and Practical Management

A half day seminar presented by Branko Bjelobaba FCII, FCA Compliance Consultant & CII Accredited Advanced General Insurance Trainer and Melissa Collett, former Senior Ombudsman, Financial Ombudsman Service.

This event will be of relevance to general insurance brokers, IFAs and mortgage advisers as well as legal and compliance professionals and begins with an overview as to how complaints fits in with a firm's approach to Conduct Risk. It will then focus on DISP (Dispute handling sourcebook) and why consumers make complaints to the sector and explain how complaints referred to the FOS are dealt with. Melissa, who spent 11 years at the FOS and made some 1,500 legally binding decisions, will then share her experiences on mitigation and management of complaints and how to avoid costly disputes. We will allow ample discussion on areas that can be improved and there will be a number of case studies. This event will be an interactive one.

Feedback from the event on 14 March 2017:

"Vast knowledge and industry experience of presenters"..."Very interesting and well-structured with no weaknesses".

By the end of this event delegates will have gained an insight into:

• Current DISP rules
• Management Information (MI) and complaints
• What people complain about
• Effective complaints management
• How FOS deal with complaints

Session rates:

• CII/PFS member - £200 + VAT
• Non-members - £300 + VAT

Please contact info@branko.org.uk (0800 619 6619) with any queries.

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