Client Complaints – Complaints Handling Procedures

Tutor: Geoff Dearing  CPD Hours: 22 hours  Duration: 3 months

Course Cost: £1195

This course will enable you to measure the effectiveness, flexibility and the key standards required by the business in its complaints handling procedures and the appropriate actions that are required to fill any gap between current performance standards and those required.

This course forms part of the series of courses on Operational Management and will help you to resolve these typical business problems:

• Maximising the effectiveness of the complaints procedure of the business.
• Ensuring the need for compliance.
• Producing a “user friendly” procedure.
• Ensuring a risk management approach which provides a maximum chance of resolution and the minimum risk of escalation outside the business.
• Improving client service standards.

This course on dealing with client complaints and claims will provide vital information into the effectiveness of current client claims procedures and will provide you with the knowledge to make the procedures as effective as possible in improving communications with clients in assisting with client retention and the reduction of risk of the escalation of complaints.

By the end of this course you will be able to understand the compliance requirements relating to complaints handling:

• Measuring the real cost to the Firm of complaints handling in terms of the financial cost, lost time and the potential impact on insurance premiums and client confidence. 
• Assist in the provision of strategies to maximise positive outcomes from client complaints and to minimise the risk of escalation.
• Understand how to improve service standards from the quality of complaints handling.
• Understand the full impact and issues around the management of risk in the handling of complaints and the avoidance of escalation.

Download an application form here