The qualification consists of three modules, the Certificate in Regulated Customer Care (CeRCC), UK Financial Regulation (UKFR) and Complaints Handling.
The issue of complaints handling for regulated products, for example mortgages, has come under greater regulatory scrutiny in recent times – becoming a key theme within the Treating Customers Fairly (TCF) initiative.
Training and development for regulated complaints is an evolving area with no defined standards as such. As a result most organisations use a combination of threshold regulatory qualifications and coaching.
The specific module on complaints handling will be available from March 1 2007 and is currently being developed by the ifs School of Finance in close consultation with Huntswood, an outsourcing company who specialise in complaints handling.
This module will focus on the key areas of:
· Recent major issues in complaints handling
· Customer segmentation and possible causes for complaint
· The regulatory and legislative response
· The ‘Treating Customers Fairly’ initiative
· Identifying and applying appropriate solutions
Mark Roberts, Head of Faculty Financial Regulation and Corporate & Academic Relationship Management, at the ifs School of Finance said:
“As the complaints handling process comes under greater scrutiny, we felt it was important to provide suitable education for those working in this area
The new qualification will be ideal for those working in a corporate environment as well as those in smaller firms who are looking to tighten up their complaints handling procedures.”
