Customer Servicing

Emotional intelligence in complaints
Complaints

‘Emotional Intelligence’ and why it’s vital for your complaints team

Make it easy to be a customer
Customer Servicing

Guest Article: “Make it easy to be a customer” – The key to good customer experience

First point contact complaints resolution
Complaints

“Get it right the first time” – Aiming for 'first point of contact' complaints resolution

Complaints outlook 2019 background
Complaints

White Paper: Complaints Outlook 2019

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Root cause analysis mortgage complaints 308 176
Complaints

The challenge of undertaking strategic root cause analysis on mortgage complaints

Value for money Blog 308 176
Customer Servicing

Do you really value your customers? – Asking the hard questions around ‘value for money’

CM Cs Insight 308 176
Complaints

Claims Management Companies – A rapidly changing landscape

Digital conduct 308 176
Operational Excellence

Digital conduct risk in an online world

WHAT WE ARE COMPLAINING ABOUT
Complaints

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

Integrity yellow
Complaints

High-cost, short-term credit affordability complaints: The ‘next PPI’?

Putting customer experience first 308 176
Outsourcing

White Paper: Outsourcing - putting customer experience front and centre

Integrity blue
Customer Servicing

Living on debt row – how effective will the FCA be in tackling the inherent challenges of high-cost credit?

Focus purple
Customer Servicing

Collections and recoveries: What does the future hold?

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

Focus yellow
Culture

Consumer credit - staff remuneration and incentives

H purple small
Operational Excellence

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

H green small
Customer Servicing

Payday pandemonium - caps for consumers

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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