Customer Servicing Articles

Bill shock 308 176
Complaints

Softening the impact of winter bill shock

Digital conduct 308 176
Operational Excellence

Digital conduct risk in an online world

Vulnerable 308 176
Complaints

Customer support should be targeted at the most vulnerable customer groups

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Outsourcing

Switching providers – How outsourcing can help companies maintain a competitive edge

WHAT WE ARE COMPLAINING ABOUT
Complaints

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

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Complaints

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

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

Integrity blue
Customer Servicing

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

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Customer Servicing

Collections and recoveries: What does the future hold?

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Customer Servicing

Customer engagement – The key to good outcomes

Integrity blue
Customer Servicing

Rewarding customer loyalty – How can reward schemes in the energy market provide real customer benefits?

Focus yellow
Customer Servicing

Long-standing customers in life assurance – A practical approach to meeting their needs

Focus blue
Customer Servicing

Customer outcomes are just as important as satisfaction in the utilities market

Integrity yellow
Customer Servicing

Can consumer trust in financial services be driven by the product transparency revolution?

Focus blue
Customer Servicing

Credit card market working well, but room for improvement

Focus yellow
Culture

Consumer credit - staff remuneration and incentives

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Customer Servicing

Every penny makes a pound

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Customer Servicing

Payday pandemonium - caps for consumers

Focus blue
Customer Servicing

The Forex fines and their conduct risk considerations

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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