Complaints Articles

How do you stack up Blog 308 176
Complaints

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

CM Cs Insight 308 176
Complaints

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
PPI

The final surge – Unclaimed PPI and the case for contingency

Bill shock 308 176
Complaints

Softening the impact of winter bill shock

Vulnerable 308 176
Complaints

Customer support should be targeted at the most vulnerable customer groups

WHAT WE ARE COMPLAINING ABOUT
Complaints

What we are complaining about this year in financial services – FCA H1 2018 complaints data

Cash machine yellow 308 176
Complaints

'We are currently experiencing technical difficulties' – How banks can prepare for tech complications

Standing still 308 176
Complaints

A penalty for loyalty? – Reactions to the citizens advice super-complaint

RESPONSIBL PAYDAY LENDING
Complaints

Responsible payday lending is critical for consumer protection

DISPUTES IN THE OPEN BANKING ENVIRONMENT
Payments

Hardly an open and shut case – Disputes in the Open Banking environment

Integrity yellow
Complaints

High-cost, short-term credit affordability complaints: The ‘next PPI’?

MORE BANKS FLEE THE HIGH STREET
Customer Servicing

Opportunity awaits as more and more banks flee the high street

Water weather 308 176
Complaints

Keep communicating when extreme weather strikes

INVESTMENT PLATFORMS RENEWED SCRUTINY
Complaints

Investment platforms – could renewed regulatory scrutiny present firms with an opportunity?

Integrity blue
Customer Servicing

Living on debt row – how effective will the FCA be in tackling the inherent challenges of high-cost credit?

H purple big
Complaints

The complaints conundrum - are you only seeing the tip of the iceberg?

Path yellow
Technology and Data

Reducing complaints through robotics

Focus purple
Complaints

Have firms underestimated the implications of the PS15 / 19 complaints rules implemented in June 2016?

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The Complaints Outlook 2021

Actionable insight for every stage of the complaints journey

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