Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

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

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Take responsibility for DB pension transfers, before the regulator does

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Responsible lending - navigating through uncertainty

Affordability responsible lending
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White paper: Affordability - Responsible lending in consumer finance

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Managing the payment deferral crossroads

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Podcast: Affordability and responsible lending

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Complaints

The regulator’s expectations of complaints handling during coronavirus

Future conduct risk
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The Future of Conduct Regulation

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The future of General Insurance pricing

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

Blog ofgem challenges businesses to do more for vulnerable customers
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Ofgem challenges businesses to do more for vulnerable customers

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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

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Vulnerable customers

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

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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

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Regulatory Update: Consumer Vulnerability Strategy 2025

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Customer Servicing

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

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Regulatory update: The Commission for Customers in Vulnerable Circumstances Final Report 2019

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