Complaint handling is an opportunity for firms to put things right for customers who have not had a good experience. It is a way to hear from the people on whom most financial services businesses rely: their clients. At the same time, one or more cases can destroy a business. Cyprus’ Ombudsman Service was created in 2015 and we all have to know how to work with it. At the same time, CYSEC is on the lookout for firms unable to build and implement safe complaint handling procedures that result in fair customer treatment.
The Millenium’s move from regulating how financial services are sold to considering the broader customer experience has led to the development in different parts of the world of the notion of Treating Customers Fairly and other similar ideas. The purpose of this is to move the focus from the financial firm to the customer. This has been reflected in a vast UK literature and the adoption of the idea in MiFID 2. The Hong Kong Monitory Authority has its own take on the subject. Many countries aim to treat customers fairly through a suite of similar regulatory initiatives without giving the term a label. This workshop explores what MiFID 2 and various other regulators, notably the UK has developed as a notion of fair customer treatment.
Who should attend
Complaint Handlers, Customer Relations (sales, retention), Compliance and Senior Management, Marketing, Risk Management, Corporate Leadership
DATE: 16, 17, 18 April
DURATION: 15 Hours
CPD UNITS: 15
LOCATION: CMS Training Centre, Limassol
TIME: 09:00 – 14:30
FEES: HRDA eligible €295, non-HRDA eligible €550 (both + €104.05 VAT)
|Start Date||Course Title||Location||CPD Units||Status|
|22 May||Promotion of Financial Products – a Regulatory Approach||Nicosia||5||UPCOMING|
|23 May||Handling Clients Complaints||Nicosia||5||UPCOMING|
|6 July||CySEC Regulatory Fundamentals: Overview of the Investment Services Sector||Nicosia||5||UPCOMING|
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Adam Samuel is a lawyer qualified in the UK and the USA. For the last 21 years, Adam has run his own training and consulting business, helping out regulators in three continents on customer-facing issues. He has the qualifications required of a financial, mortgage and equity release adviser and the UK CISI compliance diploma. Adam wrote the only book on consumer financial services complaint handling in the UK and a guide to the SFC Code for Intermediaries in Hong Kong. The Gibraltar Supreme Court followed his expert evidence in van Geens v. Jyske Bank on product risk, compliance and advice standards around the world. Adam has broadcast on a number of BBC domestic and World Service programmes, including the national news on financial services compliance and banking issues.