Many complaints that escalate to a dispute resolution scheme, the regulator or a court come about because the person or organisation complained about failed to recognise or respond well to the complaint. It’s easy to “get on the defensive” when replying to a complaint.
Similarly a business loses clients if a complaint is poorly handled.
Drawing on her experience in over 22 years in dispute resolution, FSCL’s CEO, Susan Taylor, will help you to understand:
• how to recognise a complaint, and
• how best to handle the complaint to avoid escalation to a dispute resolution scheme.
You will also learn how to avoid some common mistakes when responding to a complaint.
The ISO Scheme is independent, impartial and free for customers of its 4,000 participating financial service providers. Karen was appointed as the Insurance & Savings Ombudsman, because of her background as a lawyer and experience in alternative dispute resolution. She is a qualified arbitrator and mediator, with her most recent qualification being a Masters in law from LaTrobe University in Melbourne, majoring in conflict resolution. Negotiation, conciliation and mediation are all skills required to resolve complaints made about financial services, with the aim being for the parties to agree an outcome, rather than having a decision imposed by the ISO Scheme.