AFCA Complaint Process – A Detailed Overview
Overview
What is expected of an advisor if you have a complaint filed against a client?
Complaint handling is hard, particularly where the person resolving the complaint is emotionally invested in the outcome. How a professional identifies and responds to client criticism can often head off, or lessen, the impact of a complaint. High standards of ethical and professional conduct when engaging with clients who are in conflict are paramount in achieving a good outcome for all concerned and may, if done well, lead to increased client loyalty.
Learning Outcomes:
- About the AFCA
- How advisors should (and should not) deal with complaints that are made against them
- Case study
Complaints are inevitable but do not have to be bad news. Often, they can be valuable sources of information about how to improve your business or the perception of your business.
Suited to:
This introductory session is suited to all client-facing professionals in any size of business.
You will also be provided with:
- PowerPoint Slide Deck
- Searchable Transcript
- Any Supporting Documentation
- On Demand recording to view multiple times for up to 6 months
- CPD Quiz & Certificate
Course syllabus
3 lessons
- Video – AFCA Complaint Process – A Detailed OverviewVideo
- FeedbackSurvey
- Knowledge QuizTest
Your presenter
Nick Crowhurst,AFCA
Ombudsman, Investments and Advice at AFCA.
Nick has trained for the English Bar in London and as a governance professional with both the Governance Institute of Australia and the Australian Institute of Company Directors. Over the past 16 years working in financial services external dispute resolution, Nick has had broad responsibility for governance, legal, compliance, risk management and dispute resolution functions. Most relevantly, prior to the introduction of the Independent Assessor role, Nick was also the escalation point for consumer and industry complaints about EDR service and post-determination complaints.