Teaching Responsibility
LJMU Schools involved in Delivery:
LJMU Partner Taught
Learning Methods
Online
Module Offerings
7522LAWINF-SEP-PAR
Aims
This module will enable students to appraise the nature of financial services complaints and examine the role of the Financial Ombudsman Service. At a time when “payday loan criticism more than doubled last year, with a ‘startling’ 40,000 new disputes opened. The ‘unacceptable’ rise pushed the total number of complaints to the Financial Ombudsman Service up 14% to 388,392 – the biggest annual total in five years” (Chapman 2019); complaints handling, financial risk and communications have never been more important.
Learning Outcomes
1.
Evaluate the nature of financial services complaints
2.
Critically appraise the role and scope of the Financial Conduct Authority and the Financial Ombudsman Service in complaints handling and dispute resolution
3.
Scrutinise the influence of European law on financial services complaints systems
4.
Resolve complex legal complaints that arise within the financial services industry.
Module Content
Outline Syllabus:By completing this module, students are expected to cover the indicative content as follows:
a. Objectives and principles
b. The nature of financial services complaints
c. Responding to complaints
d. Record keeping and reporting requirements
e. Complaints handling, financial risk and communications
f. Dispute resolution: complaints [DISP]
g. The Financial Ombudsman Service
h. Judicial Review applications in the financial services industry
i. The influence of European Law on complaints systems.
Additional Information:There are no professional body requirements at this stage, however developments will be monitored and where appropriate, incorporated into module content.