Financial Ombudsman and Customer Redress
Complaints that reach an ombudsman cost far more than resolving them internally, and the findings become precedent. This course covers handling complaints properly and responding to external escalation.
Course outline
What this programme covers, module by module.
- 01Why external escalation costs more than internal resolution
- 02Internal complaint handling standards and timeframes
- 03Investigating fairly and gathering evidence
- 04Determining redress, compensation and remediation
- 05Preparing a submission to an external adjudicator
- 06Determinations, implementation and appeal
- 07Complaint patterns, systemic issues and root causes
What you will gain
- Handle complaints to internal resolution standards
- Investigate a complaint fairly and thoroughly
- Determine appropriate redress and compensation
- Prepare a submission to an external adjudicator
- Implement determinations and learn from them
- Identify systemic issues from complaint patterns
Who should attend
- Complaints and customer resolution staff
- Compliance and conduct officers
- Branch and service managers
- Quality staff in financial services
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 9 to 10 Nov 2026 | Cape Town | 2 Days | R10,000 | |
| 24 to 25 Nov 2026 | Johannesburg | 2 Days | R10,000 | |
| 11 to 12 Jan 2027 | London | 2 Days | US$1,100 | |
| 16 to 17 Feb 2027 | Dubai | 2 Days | US$1,100 | |
| 26 to 27 Apr 2027 | Pretoria | 2 Days | R10,000 | |
| 5 to 6 Jul 2027 | Durban | 2 Days | R10,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R10,000 per delegate
- Duration
- 2 Days
- Field
- Banking & Financial Services
- Formats
- In-house, public, online
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