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Financial Services Complaints

handling complaints

Both the Financial Services Authority (FSA) and the Office of Fair Trading (OFT) require complaints against regulated businesses to be handled in line with rules set out in the DISP (short for ´dispute resolution´) sourcebook of the FSA handbook for rules and guidance.

Policies and procedures

Firms are required to establish and maintain written procedures for the investigation and resolution of complaints. This must include the searching out and, where possible, the correction of root causes.

Impact interventions has considerable experience with supporting the development and implementation complaints handling procedures for various types of regulated firm. This includes a review of existing procedures and training for staff at all levels on their responsibilities.

Complaints handling skills

Appropriate handling of complaints, however, is not just about following set of rules. The aim is to provide a fair outcome for all of the parties involved and the prevention of complaint referrals to the Financial Ombudsman Service (FOS).

This requires complaint handlers to exercise considerable interpersonal skills, especially when dealing with angry or emotional complainants. Oral and written communication skills are also of paramount importance when it comes to reaching a suitable resolution.

Complaints handling training

Feel free to call us on 01992 448 808 or contact us to discuss consultation or training for regulated complaints handling.