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How the Financial Ombudsman Service Works

  • 14 February 2019
  • 09:00 - 13:00

Overview

The Dispute Resolution Handbook sets out the rules and regulations  for the FOS. But what does that really look like in practice, and how does it work in the day to day?

This highly practical half day course will de-mystify the FOS – from how it really works, to its approach to complaints. We’ll look at its remit and what this means – at a very practical level – for firms with complaints. We’ll also dig into what the FOS looks for when assessing a complaint, and what can help or hinder a complaint.

Prevention is better than cure and we’ll also look further ahead, to some seemingly simple things firms can do (or not do) to avoid complaints escalating further.

Outcomes

By attending this session you will:

  1. Have a deeper understanding about how the FOS works
  2. Know what to expect if you have a complaint at the FOS
  3. Navigate the FOS process more easily
  4. Understand what the FOS looks for when looking at a complaint
  5. Spot the pitfalls and prevent unnecessary escalations to FOS

Event details

Venue

    UK Finance, 5th Floor, 1 Angel Court, London, EC2R 7HJ

Date and time

    14 February 2019 09:00 - 13:00

Full and associate member rate

£350 (+VAT)

Non-member rate

£440 (+VAT)

Book now

How FOS works

  • What DISP says about the FOS
  • What fair and reasonable really means
  • How the inquisitorial remit works in practice
  • What you can expect of FOS
  • What FOS expects of you

How FOS looks at complaints

  • What FOS looks for
  • What is “evidence and information”
  • Fairness
  • A reasonable person
  • Timeframes
  • The outcome

Some simple, yet effective, complaint handling hints and tips

  • The basics
  • The right time
  • Mind your language
  • Being in the thick of it
  • Paperwork

Registration: 09:00
Start: 09:30
Close: 13:00

*  Please note that the programme sequence and/or subject matter may differ from what is presented herein; the programme is constantly being updated to embrace new ideas and developments – as they evolve.

Trainers use a blend of presentational methods in order to assist in a delegate’s understanding of the workshop content; where applicable and possible, the workshop is enhanced through the use of group exercises, role play, and case studies.

The course will be of value to those overseeing or having senior management responsibility for complaints, and frontline and ‘business as usual’ customer queries and journeys, including Complaints, Customer Services, Customer Experience, Operations, Compliance, Legal and Quality Assurance professionals in FCA regulated organisations.

Caroline Wells

Caroline Wells

Caroline Wells is an award-winning Customer Insight professional with over 25 years of transformational leadership in financial services. Caroline has a deep-rooted knowledge of customer experience, consumer vulnerability, diversity legislation, outreach and complaints handling.

Since leaving a senior position at the Financial Ombudsman Service in 2017, Caroline now advises businesses in and outside of financial services. She also works with The Money Advice Trust, is an independent advisor to several organisations, and is a Commissioner on Energy UK’s Commission for Customers in Vulnerable Circumstances. Caroline is also a member of several professional bodies including, ICS and CIPR.

Sarah Lawrence has worked in financial services for nearly 20 years, with over 16 years’ experience gained at the Financial Ombudsman Service. During that time, Sarah worked as an adjudicator - investigating and mediating complaints in various product areas, working closely with ombudsmen on some of the most complex cases.

Sarah’s represented the ombudsman service at many training events for businesses about how the ombudsman service works, and looks at complaints, which has given her a strong understanding of the issues businesses face around complaints. Sarah also worked in and then subsequently led the ombudsman’s Technical Advice Desk – providing over-the-phone guidance to businesses to help them resolve complaints at an earlier stage.