FCP 4: Complaints That Count - Consumer Protection

This flagship course runs the complaint clock from first contact to closing letter: acknowledge in 2 business days, respond within 21 (up to 90 for grossly complicated cases), and close with six mandatory items in Creole, English or French, as the complainant requests. It works through Part IX of the Financial Consumer Protection Act, 2022 (sections 35–39) and all twenty regulations of the Complaint Handling Regulations, 2024, for complaint handlers, front-line and branch staff, agents, compliance officers and directors.

Jurisdiction: Seychelles (FSA / Central Bank of Seychelles) · For: Complaint Handling Units, Front-Line Staff, Compliance Officers, Directors · CPD units: 6 · Price: €144.00 · Pass mark: 50%

Learning time: 6 hours (360 minutes): about 160 minutes of reading, 180 minutes of case studies and self-check questions, and 20 minutes for the final test. The estimated time for each lesson is shown in its title and at the top of the lesson.

What this course covers

1. Framework and Definitions
2. The Complaints Function
3. The Complaint Clock
4. Who Is Complaining
5. Records and the Regulator
6. Regulator Process and Remedies
7. Consequences, Key Takeaways and What to Do Next

Assessment and certificate

A 10-question test follows the final lesson. A score of 50% (5 of 10) or above is a pass. You may retake the test as many times as you need, and your CPD certificate — showing your name, the course, 6 CPD units, the date and a certificate number — is issued on your first passing attempt.

Legal sources

• Financial Consumer Protection Act, 2022 (Act 6 of 2022), consolidated to 1 September 2024 (FSA)
• Financial Consumer Protection (Complaint Handling) Regulations, 2024 (S.I. 110 of 2024) (FSA)
• Financial consumer protection legislation on the FSA website

Legislation current as at: Act as consolidated to 1 September 2024; Regulations in force from 1 January 2025. Consolidated texts are unofficial and provided for convenience only. Always check the Official Gazette for the current law.