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Latest Insights

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Remediation

Motor Finance – Planning Ahead

A strategic blueprint for firms responding to the impending changes in discretionary commission arrangements, across the next 8 months

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Customer Servicing

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

Delivering good outcomes for vulnerable customers is not simple and requires careful consideration across a range of areas.

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Customer Servicing

The three R's of clear communication

Critical considerations for firms implementing changes to their communications in line with Consumer Duty.

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Complaints

Motor finance – some practical challenges

The immediate practical challenges arising from the FCA’s recent motor finance commission announcement

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Call Centre Management Association