Complaints

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Complaints

Podcast: Making it easy to complain

Pandemic and complaints
Complaints

What have we learnt from complaints during the pandemic?

CO2021 questions
Complaints

The unanswered questions from the Complaints Outlook 2021 Launch Event

Paul whichello
Complaints

Complaints Outlook 2021 Launch Event - Phil Whichello - Human behaviours and the complaints journey

Luke wootton
Complaints

Complaints Outlook 2021 Launch Event - Luke Wootton - Research summary and recommendations

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Complaints

Complaints Outlook 2021 Launch Event - Panel session

Complaints outlook 2021 journey
Complaints

Research report: Complaints Outlook 2021

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

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Complaints

FOS H2 2019 Complaints Data Analysis

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Complaints

FCA H2 2019 Complaints Data Analysis

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Customer Servicing

Case Study: Supporting a leading bank to manage a significant increase in complex customer queries

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Complaints

The regulator’s expectations of complaints handling during coronavirus

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Complaints

Case Study: Complaint handling support for a large UK financial services firm

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Complaints

Case Study: Outsourcing of BAU complaint handling for a consumer credit organisation

Ombudsman journey
Complaints

Regulatory Update: FOS 2020 / 2021 plans, budget and future strategy

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General regulation

Case Study: Packaged bank account complaint handling for the UK’s largest retail bank

Complaints outlook questions 2
Complaints

Your complaints questions answered – Part 2

Complaints outlook questions 1
Complaints

Your complaints questions answered – part 1

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Complaints

Building a ‘smart’ complaints function – The role of technology in complaint handling

Human element service excellence
Complaints

Complaints Outlook 2019 – The human element: getting the focus on delivering excellence

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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