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Vulnerable customers

Podcast: Affordability and responsible lending

Future conduct risk
General regulation

The Future of Conduct Regulation

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General regulation

The future of General Insurance pricing

Cost to serve
Customer Servicing

White Paper: Reducing the 'Cost to serve'

Expertise on demand
Resourcing

Expertise on demand

Travel complaints outlook
Complaints

White Paper: Complaints Outlook - Travel Sector

Utilities operational resilience
Operational Resilience

Utilities and the ‘cost vs risk’ dilemma – Shouldn’t the answer be obvious?

Robust function
Operational Resilience

How financial services can regain its operational resilience

Human element service excellence
Complaints

Complaints Outlook 2019 – The human element: getting the focus on delivering excellence

Complaints outlook 2019 uk finance webinar
Complaints

Webinar: Complaints Outlook 2019 with UK Finance

Complaints outlook
Complaints

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

Data driving right performance
Culture

Is your data driving the right performance?

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

Reg update pension transfer advice contingent charging
Pensions

Regulatory update: CP19 / 25 – Pension transfer advice: contingent charging and other proposed changes

First point contact complaints resolution
Complaints

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

Microbusinesses Insight 308 176
General regulation

Microbusinesses and the energy market - The potential impacts of Ofgem's strategic review

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Complaints

White Paper: Complaints Outlook 2019

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

Sound advice Insight 308 176
Advice and suitability

Regulatory Update: Defined Benefit pension transfers – Market-wide data results

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WE'RE EXPLORING THE EMOTIONAL IMPACT OF COMPLAINTS

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