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The Financial Conduct Authority (FCA) is clear: it expects firms to demonstrate a genuine positive shift in how they treat customers.
One key way this is measured is through how firms respond to customer complaints. That is why it is essential that frontline colleagues and complaints teams have the right skills and knowledge to handle complaints effectively, whether that means resolving an issue at first contact or recognising when a complaint needs more time and attention.
In response to the FCA’s expectations and reinforced by the Consumer Duty, we focus on identifying and resolving complaints early, offering a one-day Complaint Handling Essentials course. This course is ideal for anyone new to complaints or seeking a refresher, giving participants a clear understanding of:
The session combines tutor-led learning with real-life case examples and provides a safe, supportive space for delegates to share experiences, ideas, and best practices.
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 • the difference between being listened to and being heard • what a full, impartial investigation involves • the importance of what we say and how we say it - from start to finish.
Whether you are seeking to upskill your team, enhance productivity or foster a culture of continuous learning, we can deliver customised training programmes designed to meet your specific needs. If you have an enquiry, you can complete the in-house form and our training team will be in touch with next steps.
Caroline Wells owner, Caroline Wells Consultancy
Caroline's background has always been in customer service - and over the last 35 + years (with 20 of those at the Financial Ombudsman Service), she ha...
Caroline's background has always been in customer service - and over the last 35 + years (with 20 of those at the Financial Ombudsman Service), she has significant experience in dispute resolution, senior operational leadership, consumer vulnerability and customer experience.
Caroline runs her own consultancy business, working directly with firms and organisations across the private and public sector on all things customer service related. As well as holding a number of appointed and senior advisory roles, she also works in partnership with UK Finance to bring her real-life and current experience to members, from practical training for frontline staff to strategy-focused sessions for those overseeing customer service and complaints functions. This year Caroline was recognised on the 2025 Industry Leaders List; for her contribution to positive industry change and making a measurable difference to dispute resolution in debt recovery and enforcement.
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