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.


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


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

Who should attend

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.


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.

About the Trainer

Caroline Wells is an award-winning Customer Insight professional with over 25 years of transformational leadership in financial services. Having recently left a senior position at the Financial Ombudsman Service, Caroline has a deep-rooted knowledge of customer experience, consumer vulnerability, diversity legislation, outreach and complaints handling.

As well as advising businesses in and outside of financial services in these areas and working with The Money Advice Trust, Caroline is an independent advisor to several organisations, including Kent’s Police and Crime Commissioner. Caroline is a member of several professional bodies including, ICS, CIPR and IEDP.


Take this training in-house

If you have five or more delegates who wish to attend this briefing, it may be more cost effective to run it in-company. To find out more about in-company training, please contact Philip Allen Director of Learning on +44 20 3934 1014 or

How the Financial Ombudsman Service Works
Workshop Details

UK Finance, 1 Angel Court,
Time: 09:00 - 13:00

Start Date: 14th February 2019
End Date: 14th February 2019


£350 (Ex. VAT) – Members
£440 (Ex. VAT) – Non-Members