FCA - Complaints Rules and Practical Management

The Insurance Hall
Tuesday, 14 March 2017
9:00 am – 12:30 pm (UK time)
    • Branko Bjelobaba FCII, FCA Compliance Consultant
    • Melissa Collett, former Senior Ombudsman, Financial Ombudsman Service
  • Financial Planning

Advance booking is essential - download booking form below

A half day seminar presented by Branko Bjelobaba FCII, FCA Compliance Consultant and Melissa Collett, former Senior Ombudsman, Financial Ombudsman Service.

This event, for FCA regulated firms only, (of relevance to all regulated firms), will provide an overview of Dispute Resolution: the Complaints sourcebook (highlighting recent changes) - as well as covering reporting requirements made under the Retail Mediation Activities Return (RMAR) and why consumers make complaints to the sector. Melissa, who spent 11 years at the FOS and made some 1,500 legally binding decisions, will share then share her experiences on mitigation and management of complaints and how to avoid costly disputes. We will then allow ample discussion on areas that can be improved and there will be a number of case studies. This event will be an interactive one.

By the end of this event delegates will have gained an insight into:

  • Current DISP rules (Dispute Resolution: the Complaints sourcebook)
  • What Management Information (MI) needs to be collated/reported
  • What people complain about
  • Effective complaints management
  • How you can minimise complaints

Session rates:

  • CII/PFS member - £200 (inc. VAT)
  • Non-members - £300 (inc. VAT)

Please contact info@branko.org.uk (0800 619 6619) with any queries.

  • The Insurance Hall
  • 20 Aldermanbury
  • London
  • EC2V 7HY
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Registration & Security

CPD events are open to CII and PFS members
Registration closes at 12pm two working days before the event date
For events held in The Old Library, Lloyd's pass holders may also attend and do not need to register
Original Photo ID (Driving Licence, Passport, Work ID with company logo and full name) is required to gain entry to all venues


  • Email confirmations and original photo ID must be produced to security staff at the lecture venue
  • Attendance confirmations are non-transferable to any other person or lecture
  • All venues have limited capacity and registration and/or a Lloyd's pass does not guarantee admission

Please let us know what we can do to make our events fully accessible to you.

Please contact Patricia Pedraza (07463 028327) with any queries regarding the CPD events programme.

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

3 hours' CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.