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IFS updates complaints handling qualification

The chief executive of the IFS said the updated level-three certificate in regulated complaints handling aimed to address the need for the financial services industry to do more to support and communicate with its customers, as well as to meet the rising level of complaints made to the Financial Ombudsman Service.

The qualification has been updated to include new content on protection products and their implications for the customer, including additional material relating to payment protection insurance.

Ms Kiem said: “The inclusion of specialist content that concentrates on complaints arising from protection products recognises the impact that it continues to have on financial services’ bodies and has been specifically designed in direct response to calls from the industry.”

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She added that the two-module qualification was the only specialist qualification that specifically aims to reduce complaints within retail financial services.

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Keith Churchouse, managing director of Surrey-based Chapters Financial, said: “I have been in the fortunate position of being able to keep complaints down to a bare minimum. I’m sure there will be mis-selling in future but a lot of complaints are lodged over PPI so as many of the banks have already laid off people, it could be that the horse has already bolted on this matter.”