Course for complaint

Morris, Simon; Redlich, Sarah
May 2009
Money Marketing;5/14/2009, p44
The article discusses the importance of complaint handling features set by the Financial Services Authority (FSA) in Great Britain. The authors assert that FSA require a fair treatment on customers complaints with control standards to preserve the quality and consistency of information to establish fair judgment. The authors also cite the important factors to consider in training staff to effectively respond with complaints as well as the proper ways in providing service.


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