Day 1
What are the charges received by the bank for a complaint referred to the FOS?
£750
How many days do we have to resolve a complaint informally?
4 calendar days.
List two aspects you won't be working on?
Fraud and Responsible Lending
Describe the difference between upheld and not upheld.
Upheld - We side in the customers favour (we made an error)
Not upheld - We havn't made an error and we side in the favour of the bank.
How many attempts does a customer have to provide their password correctly?
2
What does the FCA stand for and what do they do?
Financial Conduct Authority. They regulate and set expectations with us about how we handle complaints.
What does CMC stand for and what do they do?
Claims Management Company. They act on behalf of the customer to raise and manage a complaint.
How do you amend an aspect which has been logged incorrectly?
Open the case on Respond. Select the aspect. Update the drop down to reflect the correct aspect. Save the complaint.
Name 4 reasonable adjustments we can offer?
Braile
Colored paper
Audio statements
Large print
etc....
What can the customers password or memorable word not contain?
Date of birth.
How does the FCA define a complaint?
Any oral or written expression of dissatisfaction whether justified or not..........
List 4 non-complaints?
CMC information request.
CS/Collections query
etc.........
List ten tools which you will use to investigate a complaint?
Listen to calls
Agent notes
SMS history
etc.......
Name the three types of monetary awards we can offer when reaching a complaint outcome and explain what they are?
Compensation (D&I)
Gesture of goodwill
Redress
According to the FCA what do we have to include in our FRL's?
Assessment of the complaint
Decision
Remedial Action or Redress (if required)
What is a PSD2 complaint and give an example?
Movement of money or a payment service. Chris to decide if example correct :)
Explain OOJ?
6 year rule - What the customer complained about has to have happened over six years ago.
3 year rule - The customer has to have had reasonable awareness to complain over three years ago.
Name ten aspects.
Credit file
CLI
Fees and charges
Etc.............
What is the store number we use when processing a refund or credit to an account on CRM?
999999998
What Power of Attorney do we require from England and Wales to discuss an account with a nominated TP?
Enduring Powers of Attorney (EPA)/Lasting Powers of Attorney (LPA)
What happens when a customer refers a complaint to the FOS?
The case will be allocated to an Adjudicator to investigate and reach an outcome. If the customer disagrees with the Adjudicator outcome the case will be escalated to an Ombudsman who will also investigate. The Ombudsman decision is final.
Explain what to do when you receive a duplicate complaint which all aspects have already been investigated under another complaint reference number?
Withdraw the complaint and write to the customer confirming we won't investigate again, and prove a copy of the previous response we sent.
Describe a Fraud prevention complaint?
Chris will decide if correct :)
Explain the difference between a complaint, a Query, and Feedback?
Complaint - Customer is unhappy with something.
Query - Customer is asking a question or wanting information.
Feedback - Customer is providing feedback to us. This doesn't require a response.
What does CARERS stand for?
Check
Avoid
Reassure
Explain
Record
Summarise