Complaints Articles

Complaints outlook questions 2

Your complaints questions answered – Part 2

Complaints outlook questions 1

Your complaints questions answered – part 1

Managing digital conduct risk blog 308 176

Building a ‘smart’ complaints function – The role of technology in complaint handling

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

Emotional intelligence in 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

Getting back on track rail firms customer confidence
Operational Excellence

Getting back on track – how rail firms can recover and increase customer confidence

First point contact complaints resolution

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

PPI 7 weeks Insight 308 176

The end of the PPI era – Staying on target through the last seven weeks

The real consequences of poor complaints handling 1 308 176

The real consequences of poor complaints handling

TC Travel Insight 308 176
Customer Servicing

Fair’s fair – A response to the ‘Small Print, Big Difference’ campaign

Quiet ones Insight 308 176

The quiet ones – Reaching out to non-complainants

FOS Insight 308 176

How to reduce complaints as FOS raises the stakes

Root cause analysis mortgage complaints 308 176

The challenge of undertaking strategic root cause analysis on mortgage complaints

H2 2018 Insight 308 176

A change in direction? – FCA H2 2018 complaints data

How do you stack up Blog 308 176

How do you stack up? – Effective benchmarking of complaints performance

CM Cs Insight 308 176

Claims Management Companies – A rapidly changing landscape

SVR Mortgages 308 176
General regulation

Communicating effectively with mortgage customers on standard variable rates

Water works 308 176
Operational Resilience

Avoid, cope, recover - Keeping the water flowing after extreme weather

Ppi surge how prepared 308 176

The final surge – Unclaimed PPI and the case for contingency


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