Complaints Handling
The Code timelines, the log, and the escalation path to the Financial Services and Pensions Ombudsman, plus how to spot the complaint that is really a conduct issue.
- Format
- Web-based (SCORM)
- Duration
- About 30 minutes, pause anytime
- Assessment
- Randomised question bank
- Certificate
- Timestamped, CPD accredited
- Audience
- Client-facing
- Refresh
- Annual re-enrolment, automatic
What the course covers
5 focused sections, each built on the Irish legal position rather than generic principles, then a randomised exam and your certificate.
Legal basis: CBI Consumer Protection Code; FSPO Act 2017
Complaints are the regulator’s early warning
The timelines are fixed
Acknowledgement, regular updates and a final response inside 40 business days are Code requirements with regulatory force behind them.
The FSPO reads your file
A consumer can refer the matter to the Financial Services and Pensions Ombudsman, who will read exactly what you wrote and when.
The log is evidence
The complaints log gets inspected. Gaps in it suggest complaints were handled off the record.
Root cause prevents repeats
A complaint closed without root-cause analysis produces the same complaint again, at scale.
How it is assessed
Every learner sits a randomised exam drawn from a larger question bank, so no two people see the same paper and sharing answers gets nobody anywhere.
- Questions rotate per learner from the bank
- Pass mark set for genuine competence
- Learners can pause and resume at any point
- Retakes available without starting the course again
What you can evidence
The certificate is the point. It is issued automatically on a pass and lands straight in your audit trail.
- Learner name, completion date and exam score
- Course outline and the exact version taken
- CPD hours, ready for a professional CPD log
- One-click audit export across your whole team
About 30 minutes, including the randomised exam. It runs in any browser with nothing to install, learners can pause and resume, and the certificate is issued the moment they pass.
Yes. The course carries CPD accreditation codes issued by the LIA and the IOB, and every certificate states the course outline, completion date, exam score and CPD hours, ready for a professional CPD log or the firm’s training file.
Client-facing. It is written for Irish regulated firms, to the Irish legal position.
CBI Consumer Protection Code; FSPO Act 2017. The content is written to that legal position rather than to a generic international syllabus, and the certificate records the version taken.
Yes. Upload a list or share an invite link, track completions on the Harrington Hub dashboard, let automatic reminders chase the stragglers, and export every certificate and score in one click when an auditor or the regulator asks.
Put Complaints Handling on your audit trail.
Book a demo and we will show the course, the randomised exam and the certificate, with your team's names on the dashboard.