This webinar aims to offer a fun presentation and discussion on the relevance of complaint handling training for those working in compliance and other parts of firms. 

Presentation Objectives

– Explain why the techniques and knowledge involved in good complaint handling extends far beyond this subject.

– Show how compliance and other parts of the business cannot afford not to know about complaint handling – more generally – within its own business.

– Demonstrate that complaint handling like compliance can be fun!

Presentation Outline

1. Why learn about complaint handling?

– Crucial part of compliance with MiFID Org Regulation and ESMA/EBA/EIOPA guidelines

– Increased resource at CYSEC and perhaps at the Ombudsman – leading to enforcement and compensation awards?

– Early warning system about trouble – through customers communicating and root cause analysis

– Techniques of complaint handling appear in other parts of compliance: monitoring and advising on compliance issues

– One of the best ways of learning the customer-facing parts of the rulebook

2. There may be trouble ahead

– Enforcement pressures from ESMA and other regulators in Cyprus, the EU and elsewhere

– The early warning function of complaints – appropriateness and advice issues

– The need to consider customers in product design and execution

3. How the techniques of complaint handling make you better at compliance generally

– Some basics – the role of compliance to advise, monitor, report to the Board and handle crises

– Advance disclosure of how to complain – just an extension of financial promotions checking and inviting the business to ask compliance’s advice

– Identification of complaints – its relevant to the techniques of monitoring

– Conducting investigations – sister activity to monitoring

– Making decisions – learning the relevant rules from MiFID and elsewhere – appropriateness testing, advice, financial promotions

– Final responses – how to advise the business and report to senior management

– Root cause analysis – learning from issues discovered during monitoring

Speaker 

Adam Samuel | EIMF Course Leader and Compliance Consultant