This course looks at the complaints process from the start to finish. It will begin by looking at the key elements of a complaints policy and procedure. Then, it will tackle the way firms need to tell customers about their right to complain to both firms and the Ombudsman. The key issue is the identification of complaints, the definition of a complaint, the various ways customers can communicate their dissatisfaction and any possible limitations on firms’ procedures in this area. Since each stage in complaint handling is a stepping-stone to the next, acknowledgement effectively launches the investigation and that in turn leads to the decision and final response on the complaint. If the customer does not like that letter, it can refer the matter to the Ombudsman. At the end of the day, root cause analysis or other forms of learning from complaints helps the firm to know where it can improve.