Vulnerable customers

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

Luke wootton
Complaints

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

Huntswood h green
Complaints

Complaints Outlook 2021 Launch Event - Panel session

Paul whichello
Complaints

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

Complaints outlook 2021 journey
Complaints

Research report: Complaints Outlook 2021

Insurance pricing practices
Fair pricing

Regulatory update: MS18/1.3 - The FCA’s General Insurance Pricing Practices Final Report

Focus purple
Remediation

Case Study: Partnering with a UK leading insurance firm to deliver an end-to-end remediation operation

Integrity green
Complaints

The regulator’s expectations of complaints handling during coronavirus

Future conduct risk
General regulation

The Future of Conduct Regulation

Insurance future sicsic
General regulation

The future of General Insurance pricing

Complaints outlook
Complaints

Complaints Outlook 2019 – A video round-up from the launch event

Emotional intelligence in complaints
Complaints

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

Guidance firms fair treatment vulnerable customers
Vulnerable customers

Regulatory update: Guidance for firms on the fair treatment of vulnerable customers

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

CM Cs Insight 308 176
Complaints

Claims Management Companies – A rapidly changing landscape

Vulnerability understanding 2018 308 176
Vulnerable customers

Vulnerable customers – Wins in 2018 and goals for 2019

Standing still 308 176
Complaints

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

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

Download

 

SIGN UP FOR REGULAR INSIGHT

Keeping up-to-date with the latest industry topics and regulatory issues can be quite time-consuming! 

Thankfully, our regulatory experts are here to help you stay on top of it all. Fill in the short form below to receive a monthly round-up of our insight, news and analysis.