00.PL.10 Complaints Handling

00.PL.10 Complaints Handling Assessment Quiz

Please be advised you are required to achieve an 80% pass to successfully complete this assessment.

Question Title

Name

Question Title

A complaint is defined as: (Select ONE Answer) (Required.)

an expression of dissatisfaction

a notice to redress damage caused

a notice of loss inflicted

Question Title

Maya is on the frontline and regularly receives complaints as she works on the front desk in Forman Bank UK plc. Which of the following are recommended as a part of complaints handling etiquette? (Select TWO Answers) (Required.)

Maya should tolerate abuse from a complainant who is very angry

Maya should reason with someone whose complaint seems to be unjustified

Maya should introduce herself clearly to the person making the complaint

Maya should refer complaints promptly to others if it is outside her remit or needs to be channelled centrally

Question Title

Moorgate is reviewing its complaint handling procedures. Via which of the following mediums should they be willing to receive complaints? (Select All that apply) (Required.)

By Post

By email or via the website

In person

By referral from third parties, agents or intermediaries

Question Title

When must Moorgate provide a summary or details of its complaints handling process to Lucy, a new client of the company? (Select TWO Answers)

On request

When acknowledging receipt of a complaint

When the complaint is referred to the FOS

None of the above

Question Title

What must Forman Bank UK plc do if it cannot provide a response to a complaint within the expected time limits? (Select TWO Answers)

Inform the complainant that they are entitled to refer their case to the FOS

Provide immediate compensation to the client

Refer the complaint to an alternative dispute resolution body

Inform the complainant about the causes of the delay and indicate when a response can be expected

Question Title

Ashok calls in to complain about a payment instruction. It's a simple mistake to rectify and the complaint will be resolved within three business days. What is the recommended timescale for resolving this complaint?
(Select ONE Answer) (Required.)

The complaint should be handled there and then, or certainly within three business days of receipt

The firm has a fortnight to respond to Ashok's complaint

The firm has eight weeks to deal with Ashok's complaint

Question Title

The time limits within which complaints should be responded to by financial firms are set by:
(Select ONE Answer)

The FCA

The Bank of England

The FOS

Individual Firms

Question Title

To be a complaint, an expression of dissatisfaction must be: (Required.)

Justified

Written

Both of the above

None of the above

Question Title

How often do firms have to report the types of complaints they receive?
(Select ONE Answer)

Annually

Twice Yearly

Quarterly

Monthly

Question Title

How many years do complaints records need to be kept for? (Select ONE Answer) (Required.)

Two

Six

Five

One

00.PL.10 Complaints Handling