Complaints Handling Course

Complaints Handling


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.

Complaint Handling Courses

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.

Who is the Target Audience for This Complaint Handling Course?

Tailored versions of our complaints handling eLearning course can be made for different sectors. This includes:

  • Asset Management
  • Fintech
  • General Insurance
  • Investment Banking
  • Law Firms
  • Leasing and Finance
  • Life Assurance
  • Mortgage Providers
  • Pension Providers
  • Retail Banking
  • Stockbroking
  • Treasury
  • Wholesale Banking
Learning Objectives

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

  • consider the importance of customers and of looking after them.
  • outline the penalties for not looking after your customers.
  • highlight how your company’s core values relate to looking after your customers.
  • distinguish the key points of interaction with your customers.
  • describe the role of managing complaints in looking after your customers.

Module 2: The Importance of Complaints

  • recognise the importance of treating customers well when dealing with complaints.
  • explain the role the local financial Ombudsman plays in complaints handling.
  • detail your responsibilities under the relevant local legislation.

Module 3: Managing Complaints

  • classify the roles and responsibilities of staff and complaints officials.
  • list the steps for dealing with complaints face-to-face or by phone, letter or email.
  • outline what details must be recorded in the appropriate complaints register.
  • identify the timeframes for handling complaints.
  • recognise the importance of complaint ownership.

Module 4: Escalated Complaints

  • summarise the typical circumstances in which complaints are escalated.
  • list the procedures for managing solicitors’ letters.
  • explain how the Ombudsman processes complaints and how to respond to Schedules of Questions and Evidence.
  • describe the considerations that apply when compensation or settlement has been proposed to resolve a complaint.

The ‘lite’ three-module version of the course has similar learning objectives but goes into less detail about the complaint handling process. 

What Does This Complaint Handling Course Cover?

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.

Course Features

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:

  • navigational interactive elements, such as next/back buttons and icons that reveal more content once clicked.
  • learning interactive elements, including scenario-based questions.


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.

Available Countries

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.

Quality Assurance

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.

Why Choose CityLearning for Complaints Handling Training?

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.

Frequently Asked Questions

Is this course approved for CPD?

Yes, this training course has been approved for one hour of CPD by the following bodies:

  • In the UK:
    • Chartered Insurance Institute (CII)
  • In Ireland:
    • Institute of Bankers (IOB)
    • Life Insurance Association (LIA)
    • Insurance Institute of Ireland (III)

The ‘lite’ three-module version of this course carries a half hour of CPD.

We can request CPD accreditation from other bodies if necessary.

How long will it take to complete this course?

Complaints Handling should take approximately one hour to complete.

The ‘lite’ three-module version should take 20-30 minutes.

How is this course delivered?

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.

Can I customise this course?

Yes, Complaints Handling can be customised to meet any handling customer complaints training needs specific to your company.

How much does this course cost?

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.  

Other Courses

If you are looking at Complaints Handling, you may also be interested in these other courses from CityLearning: