Handling Clients Complaints May

Handling Clients Complaints

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.

Expected Outcomes:

  • An understanding of the key themes of treating customers fairly
  • An appreciation of how fair treatment and MiFID 2 interact
  • An overview of corporate culture and fairness
  • Awareness of product governance, fair clear and not misleading requirements, advised and non-advised channels and complaints

Seminar Content:

  • The meaning of treating customers fairely
  • Corporate culture
  • Development and review of products and services
  • Promotion and marketing
  • Agreements with clients
  • Advice standards
  • Complaints
  • Management information

Who should attend:

  • Compliance
  • Customer Service
  • Marketing
  • Risk Management
  • Corporate Leadership
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DATE: 23 May



LOCATION: EIMF Premises, Nicosia

TIME: 09:00 – 14:30

FEES: €220 + VAT


You can register by sending the completed registration form above to [email protected] or via fax to 2227 4475. If you need help completing the form, please give us a call at 2227 4470

In-House Training

If you would like to discuss bringing this or another topic to your organization on an in-house basis please call us at 22274470 or email us at [email protected].


Adam Samuel

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.