Customer Complaints Management Training · UAE Edition
Train Your Team to Turn Complaints Into Trust.
Every complaint is a chance to keep a customer or lose one. This course trains your workforce to resolve issues fairly and promptly, meet CBUAE expectations, and rebuild customer trust.
- ~45 minutes
- SCORM / xAPI compatible
Delivering more than one course? Check our Plans and Pricing.
Trusted by teams at
Champion Fair Customer Treatment
Ensure employees understand their obligations to treat customers fairly and handle complaints professionally.
Champion Fair Customer Treatment
Reduces regulatory complaints and fines.
Ensure employees understand their obligations to treat customers fairly and handle complaints professionally.
Complaints Handling Standards
Improves customer satisfaction scores.
Trains staff on proper complaint escalation, resolution timelines, and documentation requirements.
Vulnerable Customer Care
Demonstrates inclusive service commitment.
Educates employees on identifying and supporting vulnerable customers and people of determination.
Course completion generates audit-ready evidence including timestamps, assessment scores, and certificates.
What will your workforce and vendors learn?
The outcomes learners walk away with
Understanding Customer Complaints
Define what constitutes a complaint and recognize its importance in banking operations.
Handling Complaints Effectively
Learn structured approaches to receiving, recording, investigating, and resolving complaints.
Meeting Regulatory Requirements
Understand compliance obligations, including documentation, SLAs, and reporting to regulators.
Applying Root Cause Analysis (RCA)
Identify underlying issues driving complaints and take corrective action.
Improving First Call Resolution (FCR)
Develop skills to resolve complaints at the first point of contact where possible.
Managing Escalations & Ombudsman Processes
Understand escalation pathways, including external dispute resolution mechanisms like SANADAK.
Promoting Fairness & Transparency
Foster a culture of fairness, accountability, and continuous improvement.
Course modules
Actionable, audit-defensible curriculum
01Section 1: Introduction to Complaints Management
This section introduces the fundamentals of complaints management, including what constitutes a customer complaint and why it matters. Learners explore real-world examples from banking operations, customer expectations, service commitments, and the regulatory landscape in the UAE.
02Section 2: The Complaint Handling Process
Learners are guided through the end-to-end complaint handling lifecycle—from receiving and recording complaints to investigation, resolution, and closure. Key topics include First Call Resolution (FCR), logging requirements, root cause analysis (RCA), service level agreements (SLAs), and escalation mechanisms such as SANADAK.
03Section 3: Your Roles and Responsibilities
This section outlines the responsibilities of employees in managing complaints effectively. Learners understand their role in ensuring compliance, when to escalate issues, and best practices for handling customer concerns professionally and empathetically.
04Section 4: Building a Culture of Fairness and Improvement
Learners explore how fairness, transparency, and continuous improvement contribute to effective complaints management. The section emphasizes learning from complaints, encouraging feedback, and embedding a customer-centric culture across the organization.
05Section 5: Summary and Assessment
This final section consolidates key learning points and includes an assessment to validate understanding. Certificates can be issued upon completion for audit, compliance, and HR records.
Who's it for?
For UAE Banks & Financial Institutions.
Your workforce
Customer Service & Frontline Staff , Branch & Relationship Managers , Complaints Handling & Resolution Teams
Your vendors and suppliers
Contractors, suppliers, third parties and partners who access your systems or data.
Get a quote for this course.
- An advisor reviews your requirements and responds within one business day, preferably to schedule a call.
- Pricing is scoped to the number of users and your delivery model.
Certification
Completion earns an audit-ready certificate
Every learner who completes the course receives a certificate — verifiable proof for auditors and regulators.
Company-branded certificates are issued on the Enterprise and Managed Vendor Training plans.
Earn the Credential
Employees who complete the course and score 80% or higher on the assessments receive the Customer Complaints Management certificate.
Digital & Shareable
Certificates are delivered digitally and can be proudly shared on internal platforms or LinkedIn.
Company-Branded Certificate
Each certificate features your organization’s name, reinforcing your internal security culture.
How to run this course in your organisation
Deliver it through custom learning paths for your employees and vendors — with an optional dedicated LMS for full data sovereignty.
View plans and get a quote
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Frequently asked questions
Common queries on deployment and customization
What are the CBUAE requirements for handling consumer complaints in licensed financial institutions?
The CBUAE Consumer Protection Regulation requires all licensed financial institutions (LFIs) to establish a dedicated, independent Complaint Management Function. LFIs must ensure that the process is transparent, easily accessible, and free of charge for consumers. The framework must include clear timelines for acknowledgment and resolution, a formal appeal process, and a mechanism for tracking and reporting complaint data to the CBUAE to ensure accountability and continuous improvement.
How does this course align with the CBUAE Consumer Protection Regulation and International Standards?
This course is specifically mapped to the CBUAE Consumer Protection Regulation (Section 9) and the accompanying Standards for Complaint Management. It also incorporates principles from ISO 10002 (Quality Management: Customer Satisfaction). The modules cover the definition of a complaint, mandatory disclosure requirements, "Fair Treatment" principles, and the technical requirements for maintaining a central complaint management system as mandated by UAE regulators.
What are the mandatory timelines for resolving a customer complaint under CBUAE standards?
Under the CBUAE framework, LFIs must provide an initial response or acknowledgment to a complainant immediately or within a very short, specified window. While the standard resolution timeframe is typically within 30 days, the CBUAE emphasizes that complaints should be resolved as quickly as possible. If a resolution cannot be reached within the prescribed period, the LFI must inform the consumer in writing about the delay, the reasons for it, and provide an expected date for the final response.
Which employees are required to undergo Complaints Management training?
Training is mandatory for all staff who interact with customers, including branch personnel, call center agents, and relationship managers, to ensure they can identify and escalate grievances correctly. Furthermore, the specialized Complaint Management Function staff must receive advanced training on dispute resolution and CBUAE reporting. Senior management and board members also require oversight training to understand complaint trends, which is a key requirement for assessing the institution's conduct risk and culture.
What is the "Sanadak" unit, and how must staff explain it to customers?
Staff must be trained to inform customers of their right to escalate unresolved complaints to Sanadak, the independent Ombudsman Unit for the UAE's financial and insurance sectors. CBUAE regulations stipulate that if a consumer is dissatisfied with the LFI’s final resolution, or if the complaint remains unresolved after the maximum allowable timeframe, the institution must proactively provide the consumer with the details and process for contacting Sanadak for an external review.
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