As a Financial Advice company you are required to belong to a disputes and complaints resolution service provider. This is part 1 of a 4 part short series about the disputes resolution process. Part 1 is 16 minutes long, and provides an overview of the complaints handling, and why you need a complaints process.
It will guide you through the reasons for having a complaints process as well as types of complaints, and give some key pointers in how to deal with complaints. trevor will also outline some of the benefits of a pre-considered complaints process.
There is half a CPD point available for each part of the series, 2 points in total. There are 4 questions to answer in order to gain CPD points.
Trevor Slater is a highly qualified and experienced commercial mediator and negotiator. He holds a Masters Degree in Conflict Resolution from La Trobe University and a Diploma of Business Frontline Management from the Australian Institute of Management.
Trevor was previously the General Manager of Financial Services Complaints Limited (FSCL). Prior to that Trevor headed up the conciliation programme at the Office of the Banking Ombudsman having moved from Australia July 2008 where he was 9 years with the Financial Industry Complaints Service (FICS) as the National Relations Manager. Prior to FICS Trevor was in the financial industry for 10 years with AMP in the complaints and negotiations areas.
Trevor has also been involved in private practice which includes running conflict resolution workshops, and conducting private mediations. He has delivered workshops and training sessions in the UK, New Zealand and South Africa.