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Event Description

On-Demand CPD

This on demand webinar led by the Financial Services and Pensions Ombudsman, Liam Sloyan, will focus on how financial and pension service providers can reduce the rising number of complaints. Expect discussions on the key role of the Financial Services and Pensions Ombudsman (FSPO) in resolving disputes, primarily through mediation, with a breakdown of formal investigations and legally binding decisions. The speaker will emphasise the importance of customer service, proactive complaints handling, and clear communication to avoid complaints. Several case studies will highlight common issues faced by providers, and practical advice will be shared on minimising disputes and improving service processes.
 
On - Demand Event Highlights:
 
Review of complaints received and their management
The FSPO reported a 30% rise in complaints received between 2022 and 2023, highlighting the need for better handling.
 
FSPO’s Role in Dispute Resolution
Resolving cases and formal investigation with legally binding decisions.
 
Key Issues Identified
Poor customer service, dispute handling deficiencies and fraud related complaints.
 
Proactive Complaint Handling
Emphasis on the importance of preventing escalation through clear communication and learning from past complaints. 

 

Speaker

Liam Sloyan

Liam Sloyan commenced as Financial Services and Pensions Ombudsman on 1 December 2022.  He has significant policy and operational experience as a regulator and as a leader of state agencies having held the positions of Chief Executive of the National Treatment Purchase Fund, Regulator of the National Lottery and Chief Executive / Registrar of the Health Insurance Authority.  Prior to joining public service in 2002, Liam worked in the insurance sector in actuarial and compliance areas.  He is a Fellow of the Society of Actuaries in Ireland and holds an MSc in Mathematics and Statistics from UCD and an Executive Certificate in Management and Leadership from MIT Sloan. 

ACCESSING ON-DEMAND WEBSITE

HOW CAN I ACCESS THIS EVENT ON-DEMAND?
If you register for this event and find you cannot attend on the day, the event will be made available On-Demand within seven working days.
You can view the event On-Demand via LIA Elevate. To obtain CPD, you will be required to complete a short series of multiple-choice questions at the end of the recording. 
1. Click here  to log into your LIA account.
2. Hover over ‘LIA Elevate’ in the top navigation bar and select ‘My Events and On Demand Learning’.
3. Click “Go to your Learning Centre”.
4. The On-Demand module will appear for you to complete within your Learning Centre. This will only be available 7 working days after the event.

CPD

This is an On-Demand CPD Event. It is a recorded session accessible at your convenience, offering the flexibility to view it at a time that suits you. CPD hours are awarded upon the successful completion of a brief multiple-choice quiz at the end of the recording. To qualify for CPD, it is required to achieve a minimum score of 19 out of 25 on the quiz. If you are unsuccessful in the quiz on your first attempt, there is an opportunity to retake it as many times as necessary.
This event serves as an ideal resource for professionals seeking to revisit critical highlights or deepen their knowledge of key topics, all while fulfilling their CPD requirements.

Cost

LIA Members: €0.00
LIA Students: €25.00 
Non-LIA Members: €35.00 

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