The Financial Conduct Authority (FCA) has made it very clear that it expects to see a positive cultural shift in the way firms behave and treat their customers.

And one of the key areas the FCA will be looking at to measure a positive cultural shift, is in the way firms react and respond to customer complaints.

This means that as firms, we need to ensure that our colleagues on the frontline line and in complaint handling teams have the appropriate skills and knowledge to do the right thing. This includes when to resolve a complaint at the first point of contact knowing when a complaint needs more time to be looked into.

In response to the FCA’s expectations (increased further by the Consumer Duty) and the importance being placed on the early identification and resolution of customer complaints, we’ve created this one-day complaint handling essentials course, to give people new to complaints (or those looking for a bit of a refresher) everything they need to know about what good complaint handling looks like.

As well as tutor-led guided learning and going through real-life case examples, we provide a space for delegates to share thoughts and ideas in a safe, supportive environment.

Learning outcomes

By the end of the day, delegates will know:

  • What the complaint handling rules say we must do
  • Why we need to do more today than what the rules say
  • How to get to the real heart of the complaint
  • What we mean by critical thinking
  • What a full investigation really involves
  • The importance of what we say and how we say it - from start to finish
  • How to handle difficult conversations, messages and emotions
  • How to keep a good complaint file.


  • What the complaint handling rules say and don’t say
  • Customer expectations in 2023
  • What the complaint really about and why knowing that matters
  • Your role in investigating the complaint
  • What to look for – weighing up information and conflicting information
  • Communicating with the customer throughout the process – why, when and how
  • Handling difficult conversations
  • Keeping records and managing file content.
Area of expertise:
Caroline Wells

Caroline Wells

Independent Advisor, Quibble

Caroline has extensive experience of working with firms as a critical friend at a strategic and senior leadership level, to create policies, standards...

Caroline has extensive experience of working with firms as a critical friend at a strategic and senior leadership level, to create policies, standards and procedures which help to embed support for customers. She’s also developed and delivered training and knowledge strategies for customer vulnerability and complaints handling teams within firms, dispute resolution schemes and government bodies.

Outside of Quibble, Caroline also holds several appointed roles, these include:

•          Senior Subject Matter Expert to the Money Advice Trust on consumer vulnerability.

•          Commissioner to Energy UK’s Customers in Vulnerable Circumstances Commission

•          Advisory Board Member to the Money and Mental Health Policy Institute

•          Independent Advisor to the Kent Police and Crime Commissioner

•          Member of CIVEA’s (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) Panel

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