Latest Insights

• Blog: The full picture – Weighing up the true value of an outsourcing agreement

  Outsourcing is not just about cost-saving – having a delivery partner on hand can be a life-saver when operations suddenly ramp up

• Blog: A penalty for loyalty? – Reactions to the citizens advice super-complaint

  Citizens Advice has issued a super-complaint on the subject of loyalty penalties. How has the market reacted?

• Regulatory Update: GC18 / 4 SMCR – Proposed guidance on statements of responsibilities for FCA firms

  New FCA guidance sets out the details of ‘Statements of Responsibility’ and ‘Responsibilities Maps’ within SM&CR

• Blog: The holiday period is coming –  Capacity planning for winter surges

  Winter may not have hit us just yet, but it is never too early to start planning for winter surges

• Blog: Leveraging SM&CR to win the war for talent

  Some see SM&CR as a burden on their hiring processes. It should really be seen as a great opportunity

• Blog: Responsible payday lending is critical for consumer protection

  Firms must ensure that they are equipped with the capacity and expertise to handle future regulatory changes and spikes in complaints effectively