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Customer Servicing

Case Study: Contact centre for a high cost, short-term credit lender

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Customer Servicing

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

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

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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

Travel complaints outlook
Complaints

White Paper: Complaints Outlook - Travel Sector

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

Managing digital conduct risk blog 308 176
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

CO2019 customer advocacy
Complaints

Complaints Outlook 2019 – Winning new customers through advocacy

CO2019 methodology
Complaints

Complaints Outlook 2019 – Research Approach and Methodology

CO2019 customer relationships
Complaints

Complaints Outlook 2019 – More valuable relationships with existing customers

Complaints outlook 2019 uk finance webinar
Complaints

Webinar: Complaints Outlook 2019 with UK Finance

CO2019 highlights
Complaints

Complaints Outlook 2019 – Highlights from the launch event

Complaints outlook
Complaints

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

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

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The Complaints Outlook 2021

Actionable insight for every stage of the complaints journey

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