Customer Servicing

Digital conduct 308 176
Operational Excellence

Digital conduct risk in an online world

Integrity blue
Outsourcing

Switching providers – How outsourcing can help companies maintain a competitive edge

WHAT WE ARE COMPLAINING ABOUT
Complaints

What we are complaining about this year in financial services – FCA H1 2018 complaints data

Cash machine yellow 308 176
Complaints

'We are currently experiencing technical difficulties' – How banks can prepare for tech complications

MORE BANKS FLEE THE HIGH STREET
Customer Servicing

Opportunity awaits as more and more banks flee the high street

Putting customer experience first 308 176
Outsourcing

White Paper: Outsourcing - putting customer experience front and centre

Integrity yellow
Customer Servicing

Can consumer trust in financial services be driven by the product transparency revolution?

Focus blue
Customer Servicing

Credit card market working well, but room for improvement

H purple small
Operational Excellence

Case study: Huntswood transitions and transforms 1,200 FTE outsourced operation

H blue big
Customer Servicing

Every penny makes a pound

Focus blue
Customer Servicing

The Forex fines and their conduct risk considerations

H green big
Complaints

Social media and customer complaints

H blue big
Operational Excellence

Advancement versus bureaucracy - leading the charge on innovation

H blue small
Technology and Data

The rise and rise of ‘fintech’…and how you can keep it in check

Growth blue
Vulnerable customers

Considering vulnerable customers: are you doing all you can?

H green big
Customer Servicing

Financial promotions failings

Growth purple
General regulation

Consumer apathy or barriers to switch?

Connections purple
Remediation

Is this the future of remediation?

Integrity blue
Advice and suitability

Assessment of affordability - can customers afford to borrow?

Focus green
General regulation

What is acceptable? FCA publishes warnings

Co icon journey

 

The Complaints Outlook 2021

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