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Facilitate
Measure
Create
Run & localize
Do more with ThinkPair
8 tracks
- AI Literacy
- Cybersecurity
- Banking & Compliance
- EV Safety
Facilitate
Measure
Create
Run & localize
Do more with ThinkPair
8 tracks
Handle a complaint to a fair, well-evidenced outcome inside the DISP timescales, and close the loop by feeding root-cause learning back into the business so the same harm does not recur.
Part of the Conduct, Ethics & Consumer Protection Track, this course builds on Treating Vulnerable Customers Fairly to turn complaint handling from a defensive process into a fairness-and-prevention engine. Across four phases — Engage, Share, Practice, Perform — you surface how your desk really handles dissatisfaction today, learn the fair-resolution playbook and the root-cause loop the FCA now supervises under Consumer Duty in 2026, work real gray-zone complaints with feedback, and finish by writing a final response a customer and the Financial Ombudsman could both accept, then putting your name to a root-cause commitment. The premise: a closed complaint that fixes the customer but not the cause is only half-handled.
Surface the gap. Place how your desk really handles dissatisfaction today — before any teaching — and meet the four gray-zone complaints the course will work.
Teach the models. What legally counts as a complaint and the DISP timescales, the fair-resolution playbook, redress and the Ombudsman test, and the root-cause loop that turns complaints into prevention.
Apply the models with feedback: the complaint that was never logged, the goodwill gesture hiding a systemic fault, a vulnerable arrears complaint, the handling sequence in the right order, and the recall that locks it in.
Prove it. Write a final response a customer and the Ombudsman could both accept, pass the gray-zone knowledge gate, and put your name to a root-cause prevention commitment.
Start with
Treating Vulnerable Customers FairlyBook a demo and we'll run "Complaints Handling & Root-Cause: Fair Resolution and the Prevention Loop" end to end on your people — the AI asks, your people think — or point the Forge at your own material instead (a pre-pilot capability preview).