Certificate in Complaint Handling

The Certificate in Complaint Handling is a single-module professional qualification aimed at those managing customer complaints, or supporting this function. It aims to develop the learner’s knowledge, understanding and skills relating to the effective handling and management of complaints in accordance with the complaint handling procedures recommended by the Financial Conduct Authority. The learner will also develop their ability to interact with customers on a personal level to ensure the effective resolution of complaints from a customer perspective as well as the bank’s. On completion of this module, learners are able to: 1) explain what is meant by, and the significance and impact of, customer complaints 2) describe the structure of, and key organisations in, the financial services industry 3) explain the principles that underpin the fair treatment of customers, and the ways in which vulnerable customers can be identified and supported 4) describe aspects of legislation and regulation that relate to complaint handling 5) describe the interpersonal skills and models required for the effective resolution of complaints 6) describe the process of root cause analysis and the management information about complaints required to ensure effective record-keeping.