Operational Excellence

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Customer Servicing

The three R's of clear communication

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Vulnerable customers

White paper: complaints handling for vulnerable customers

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Customer Servicing

What is customer outcome testing and why is it important?

DSA Rs manage volume capacity plan
Customer Servicing

Navigating the rising tide of data subject access requests: challenges and solutions

Consumer duty evidencing
Customer Servicing

Evidencing good customer outcomes

Consumer duty customer lens
Customer Servicing

Consumer Duty requirements – the customer journey lens

Operational resilience and continuity
Customer Servicing

Are you planning for your Annual Consumer Duty Board Report?

Customer onboarding
Customer Servicing

Consumer Duty - Day 2 Enhancements

Huntswood services
General regulation

Huntswood - creating better outcomes for your business and its customers

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General regulation

Explore the pillars of Huntswood's call centre offering

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Case Study: Huntswood Delivers High Quality Complaints Handling

CO2022 martin dodd

Complaints Outlook 2022 Launch Event - Martin Dodd, Implementation and Impact

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Complaints Outlook 2022 Launch Event - Craig Koch, Research Principles

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Prioritising First Point of Contact when dealing with complaints

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Podcast: Prioritising First Point of Contact when dealing with complaints

Listen to complaints

Turn complaints into opportunities

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Podcast: Making it easy to complain

Pandemic and complaints

What have we learnt from complaints during the pandemic?

CO2021 questions

The unanswered questions from the Complaints Outlook 2021 Launch Event

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

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey




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