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ifs relaunches complaint handling qualification to cover PPI


The Institute of Financial Services is launching a new adviser qualification to deal with payment protection insurance complaints.

The Financial Ombudsman Service has seen complaints rocket in recent years as the PPI misselling scandal has snowballed with tens of billions of pounds worth of compensation paid out.

The parliamentary commission on banking standards attacked banks for their poor complaint handling while FOS has hit out at the number of referrals it receives on PPI.

The ifs has therefore launched an updated version of its Level-3 Certificate in Regulated Complaints Handling.

The qualification is designed for those who have responsibility for regulated complaints handling in retail financial services.

It includes new content focusing on protection products and their implications for the customer, including additional material relating to PPI.

ifs chief executive Anne Kiem says: “Formal education and professional qualifications have a vital role to play in improving culture and standards within the financial services industry and ultimately improving the quality of service offered to customers.

“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.

“Alongside this, case studies within the course have been updated to include specific recent examples of where problems have arisen.”


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There is one comment at the moment, we would love to hear your opinion too.

  1. Mark James Bradley 7th July 2013 at 9:52 am

    Why not include a complaints qualification qualification to include all aspects of financial services which can be split up into modules

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