Equation
Advice and suitability

Managing the payment deferral crossroads

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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

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Complaints

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?

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

Ofgem challenges businesses to do more for vulnerable customers

Complaints outlook
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

Guidance firms fair treatment vulnerable customers
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

2025 Insight 308 176
Vulnerable customers

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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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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