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Complaints

Complaints Outlook 2021 Launch Event - Panel session

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Complaints

Research report: Complaints Outlook 2021

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Vulnerable customers

FCA review into unsecured credit: what can we expect?

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Insurance pricing practices
Fair pricing

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

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Fair pricing

Podcast: Fair Pricing and Value in General Insurance

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

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Vulnerable customers

Responsible lending - navigating through uncertainty

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Vulnerable customers

Podcast: Affordability and responsible lending

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Complaints

Case Study: Supporting the claims area of a major utilities company

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Complaints

Case Study: Delivering a complaint solution for a leading water industry client

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Complaints

Case Study: Clear a significant complaints backlog post acquisition

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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

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Remediation

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

Future conduct risk
General regulation

The Future of Conduct Regulation

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Financial Crime

Case Study: Supporting a global retail bank to clear a backlog of potential fraud cases

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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

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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