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EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
Banking & Financial Services

Financial Ombudsman and Customer Redress

Duration
2 Days
Delivery
In-house, public or online
From
R10,000 per delegate
Certificate
On completion
Course overview

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.

What you will be able to do
  • 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
Course outline
01
Why external escalation costs more than internal resolution
02
Internal complaint handling standards and timeframes
03
Investigating fairly and gathering evidence
04
Determining redress, compensation and remediation
05
Preparing a submission to an external adjudicator
06
Determinations, implementation and appeal
07
Complaint patterns, systemic issues and root causes
Upcoming public sessions
DatesVenueDurationFee per delegate
9 to 10 Nov 2026Cape Town2 DaysR10,000
24 to 25 Nov 2026Johannesburg2 DaysR10,000
11 to 12 Jan 2027London2 DaysUS$1,100
16 to 17 Feb 2027Dubai2 DaysUS$1,100
26 to 27 Apr 2027Pretoria2 DaysR10,000
5 to 6 Jul 2027Durban2 DaysR10,000
Fees exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote

Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.

EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673  ·  training@eubiz.co.za
68 Sunstone Street, Germiston, 1401  ·  eubiz.co.za