CO2019 highlights

Complaints Outlook 2019 – Highlights from the launch event

Complaints outlook

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

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

FOS complaints data H1 2019

Regulatory update: FOS complaints data H1 2019

Emotional intelligence in 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

Progress on official receiver ppi claims

Regulatory update: Progress on Official Receiver PPI claims

Getting back on track rail firms customer confidence
Operational Excellence

Getting back on track – how rail firms can recover and increase customer confidence

First point contact complaints resolution

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

Guidance firms fair treatment vulnerable customers
Vulnerable customers

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

Complaints outlook 2019 background

White Paper: Complaints Outlook 2019

PPI 7 weeks Insight 308 176

The end of the PPI era – Staying on target through the last seven weeks

Compalints excellence infographic 308 176

Infographic: Are you really delivering complaints excellence?

The real consequences of poor complaints handling 1 308 176

The real consequences of poor complaints handling

Coldcalling Insight 308 176
Customer Servicing

Regulatory update: The FCA’s ‘Dear CEO’ letter to Claims Management Companies

FOS 2018 20 Insight V2 308 176
General regulation

Regulatory update: Financial Ombudsman Service Annual Review 2018 / 19

TC Travel Insight 308 176
Customer Servicing

Fair’s fair – A response to the ‘Small Print, Big Difference’ campaign

Quiet ones Insight 308 176

The quiet ones – Reaching out to non-complainants

FOS Insight 308 176

How to reduce complaints as FOS raises the stakes

Utilities Insight 308 176

Infographic: The price of getting complaints wrong in Utilities

Co icon journey


The Complaints Outlook 2021

Actionable insight for every stage of the complaints journey




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