Customer Servicing Articles

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

Affordability responsible lending blog
Vulnerable customers

Responsible lending - navigating through uncertainty

Future conduct risk
General regulation

The Future of Conduct Regulation

Insurance future sicsic
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?

Robust function
Operational Resilience

How financial services can regain its operational resilience

Data driving right performance
Culture

Is your data driving the right performance?

Emotional intelligence in complaints
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

First point contact complaints resolution
Complaints

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

Microbusinesses Insight 308 176
General regulation

Microbusinesses and the energy market - The potential impacts of Ofgem's strategic review

The real consequences of poor complaints handling 1 308 176
Complaints

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
Complaints

The quiet ones – Reaching out to non-complainants

Root cause analysis mortgage complaints 308 176
Complaints

The challenge of undertaking strategic root cause analysis on mortgage complaints

Value for money Blog 308 176
Customer Servicing

Do you really value your customers? – Asking the hard questions around ‘value for money’

CM Cs Insight 308 176
Complaints

Claims Management Companies – A rapidly changing landscape

The big switch 308 176
Customer Servicing

Will we get any closer to the ‘Big Switch’ in 2019?

Fostering customer engagement water
Customer Servicing

Fostering customer engagement in the water industry

Bill shock 308 176
Complaints

Softening the impact of winter bill shock

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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