Credit Connection

Brief summary of course:Following the abolition of the Consumer Credit Jurisdiction on 1
April 2014, the date of the transfer of consumer credit regulation
from the Office of Fair Trading (OFT) to the FCA, consumer creditrelated
activities now fall within the FOS jurisdiction that covers all
financial firms regulated by the FCA. This is known as the Compulsory
Jurisdiction (CJ). The rules and guidance on the CJ are contained in the
‘redress’ module in the FCA Handbook under the chapter entitled DISP
(Dispute Resolution: Complaints). Additional obligations were imposed
on firms as a result of being subject to the CJ, namely:
complaint recording under DISP 1.9
complaints reporting under DISP 1.10
complaints data publication obligations under DISP 1.10A.

Course content:
a practical summary of the benefits of an effective and compliant
complaint handling procedure
the respective complaint handling roles of the FCA and the FOS and
their expectations of firms
a review of the complaint handling rules for consumer credit firms
including implementation of the provisions relating to the FCA
publication ‘Improving Complaints Handling’ CP14/30 and the
Alternative Dispute Resolution Directive (ADR Directive).