THE BVRLA has launched a new complaints management course to support leasing broker members.

Held remotely, the interactive webinar will take place on 07 December, 2020. The course lasts four hours from 0900 to 1300.

Tony Doidge, a bespoke trainer and FCA compliance consultant in the automotive industry, will lead the course.

Avoiding queries at the initial handover stage has never been so key, and by attending this course delegates will be fully supported to help their customers.

Areas covered for leasing brokers include:

  • If you do get a complaint, how to ensure you fully understand the problem or complaint?
  • How to respond to a complaint?
  • Who should send the final response?
  • If the response is not fully accepted are you aware of the BVRLA dispute resolution service?

The course focuses on areas such as Covid 19, forbearance and safeguarding.

The BVRLA says that by attending this course delegates will understand customer contracts in greater detail, reduce anxiety for potential complaints, reduce personal stress and have an easy to understand complaints system in place.

Cost for the course is £195 + VAT. Further information from the BVRLA website.

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