Complaints Handling from CityLearning is an online eLearning course that teaches your staff about the importance of treating customers fairly and how to properly handle customer complaints.
Broken down into four 15-minute modules, your staff will get the knowledge and skills they need to respond to complaints from your customers in a way that makes them feel heard and valued.
Book a short demo of Complaints Handling to learn more about handling customer complaints training from CityLearning.
CityLearning’s eLearning training courses have been trusted by major financial institutions, along with other large corporations and organisations such as key government bodies, law firms and many more for 25 years.
Complaints Handling from CityLearning covers the importance of treating customers well and introduces the legislation regulating complaint handling. It runs through the general principles and steps involved in handling a complaint, with detailed information about the process of resolving a complaint.
This course is available off-the-shelf for the UK and Ireland with content tailored to each jurisdiction.
You can customise either version of Complaints Handling to reflect the complaints handling policy in place at your company, or to suit staff in another or multiple jurisdictions.
Additionally, a ‘lite’ three-module version of Complaints Handling is available. This shorter version of the course just gives a high-level overview of the process of resolving a complaint, while the full version goes into greater detail and has a module dedicated to escalated complaints.
Tailored versions of our complaints handling eLearning course can be made for different sectors. This includes:
Complaints Handling training from CityLearning is built around a set of learning objectives to ensure your staff are fully trained in treating customers well.
After completing this course, you will be able to:
Module 1: Treating Customers Fairly
Module 2: The Importance of Complaints
Module 3: Managing Complaints
Module 4: Escalated Complaints
The ‘lite’ three-module version of the course has similar learning objectives but goes into less detail about the complaint handling process.
This handling customer complaints training course from CityLearning covers the importance of complaints and treating customers fairly and outlines the steps involved in properly handling a customer complaint.
Complaints Handling explains the role handling complaints plays in looking after your customers and running your company well. It gives an overview of the regulatory requirements, including the FCA Handbook and Principles in the UK course and the CPC in the Irish course. It introduces the relevant Ombudsman, the Financial Ombudsman Service (FOS) in the UK or the Financial Services and Pensions Ombudsman (FSPO) in Ireland, and describes the role they play in resolving escalated complaints.
Complaints Handling ends in a 24-question course test. Learners must answer at least 20/24 questions correctly to pass the course. Their score will be automatically saved in CityLearning’s Learning Management System (LMS) CityREPORTs, so that compliance with handling customer complaints training requirements can easily be proven.
The ‘lite’ three module version of the course ends in a 10-question course test.
Rigorous Testing: Spot questions are used throughout the course to increase user engagement; they either either probe to expand on a learner’s existing knowledge of the subject matter or reinforce key learning points. Each module ends in a short quiz and the course ends in a test that has an 80% pass mark. Questions in the course test are randomised from a choice of three so that learners may retake without getting the same questions.
Customised Content: CityLearning can tailor Complaints Handling to different jurisdictions and customise the course with content specific to your company.
Accessibility: This course contains audio narration throughout.
Glossary of Terms: Unfamiliar terms are linked to this glossary when they are first used in the course. The glossary can be accessed at any time.
Multimedia Design: This course gets the message across with a mix of text, images, animation and video.
Interactive Content: We design our courses to keep learners engaged and thinking. Complaints Handling contains:
Modular Structure: This course is broken down into short modules that take less than 15 minutes to complete, so learners can easily finish this course at their own pace.
Our complaint handling eLearning course is available in off-the-shelf versions for the UK and Ireland, with content tailored to each jurisdiction. If you need to train staff on treating customers well in any other jurisdiction or multiple jurisdictions, we can tailor Complaints Handling to suit your needs.
CityLearning enjoys a longstanding reputation for the highest quality course content. We are committed to continuous improvement and have a well-established Quality Assurance System in place to measure and enhance our performance.
All project personnel are highly experienced in developing generic, customised and bespoke eLearning solutions for our clients.
Our courses are regularly reviewed by Subject Matter Experts at our client companies, a UK-based financial services regulatory consultancy and a leading Irish law firm.
CityLearning has been creating eLearning compliance training courses for 25 years. Our courses have been accredited for Continuing Professional Development (CPD) by various bodies, including the Chartered Insurance Institute (CII) in the UK and the Institute of Bankers (IOB), Life Insurance Association (LIA) and Insurance Institute of Ireland (III) in Ireland.
Yes, this training course has been approved for one hour of CPD by the following bodies:
The ‘lite’ three-module version of this course carries a half hour of CPD.
We can request CPD accreditation from other bodies if necessary.
Complaints Handling should take approximately one hour to complete.
The ‘lite’ three-module version should take 20-30 minutes.
Complaints Handling is an eLearning course that should be taken online using a Learning Management System (LMS). This can be either our propriety LMS, CityREPORTs, or an LMS already in place in your company.
CityLearning courses are fully SCORM-compliant for easy upload to another LMS.
Yes, Complaints Handling can be customised to meet any handling customer complaints training needs specific to your company.
The cost per user of CityLearning’s AML eLearning compliance course depends on the number of users taking the course and whether you take only this course or other CityLearning courses in addition to Complaints Handling.
Get in touch with us today for a quote. Please be sure to let us know how many users will be taking the course(s) and which course(s) you are interested in.
If you are looking at Complaints Handling, you may also be interested in these other courses from CityLearning:
Please wait while you are redirected to the right page...