IFS to launch customer complaints qualification

This initiative coincides with the FCA’s review into consumer complaints handling within financial services organisations.

The Level 3 Award in Customer Complaints Handling is designed for those people currently working in customer-facing and frontline roles in banks and other financial services organisations. It has been developed in cooperation with some of the UK’s leading financial institutions and in response to industry demand. 

As part of the FCA’s review into improving outcomes for consumers, investment in education programmes for complaints handling staff was highlighted as an example of good practice in facilitating this transformation. The development of AwCCH has been designed to support this activity and will provide staff with the necessary practical and theoretical skills they will need to support the customer.

The award consists of one core module that will help staff demonstrate a professional standard of customer service and help them to understand the regulatory and legislative concepts relating to complaints handling in the UK.

Martin Day, Vice Principal at IFS University College said:

“The vast majority of financial services organisations have already identified that improvements are needed in the way that customers are treated. Many are already working with the FCA and their complaints handling staff to deliver better outcomes. Qualifications such as AwCCH are at the forefront of this process and can help meet the aims of FCA’s review.