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Complaints Outlook 2021 Launch Event - Panel session

Complaints outlook 2021 journey

Research report: Complaints Outlook 2021

Bridge support
Vulnerable customers

FCA review into unsecured credit: what can we expect?

Energy service

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

Pension regulatory responsibility

Take responsibility for DB pension transfers, before the regulator does

Affordability responsible lending blog
Vulnerable customers

Responsible lending - navigating through uncertainty

Affordability responsible lending
Vulnerable customers

White paper: Affordability - Responsible lending in consumer finance

Advice and suitability

Managing the payment deferral crossroads

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Vulnerable customers

Podcast: Affordability and responsible lending

Growth purple

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

Growth purple

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

Connection blue

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

Integrity green

The regulator’s expectations of complaints handling during coronavirus

Future conduct risk
General regulation

The Future of Conduct Regulation

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General regulation

The future of General Insurance pricing

Utilities operational resilience
Operational Resilience

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

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey




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