R 280


Complaints Management


CPD Accreditation detail:

Professional Body: CISA

CPD hour allocation: CPD Hours (online learning): 3 CPD hours   

CPD Accreditation Number: GiE20220900021


Learners will gain sufficient and appropriate knowledge and understanding of:

  • The Treating Customers Fairly principles most relevant to complaints handling, particularly TCF Outcome 6: Customers do not face unreasonable post-sale barriers imposed by firms to change product, switch providers, submit a claim or make a complaint.
  • Role players that count as potential complainants in terms of the General Code of Conduct.
  • The guiding principles to which a complaints management framework must conform.
  • Possible complaints outcomes.
  • The categorisation of reportable complaints and the analysis required.
  • The requirements for communication around complaints.
  • Requirements concerning interaction with Ombud offices.