Operational Excellence Articles

Motor finance p3 cover
Remediation

Motor Finance – Planning Ahead

Consumer duty Vulnerable customers banner
Customer Servicing

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

Motor
Complaints

Motor finance – some practical challenges

DSA Rs manage volume capacity plan
Customer Servicing

Navigating the rising tide of data subject access requests: challenges and solutions

Ofgem contact consumer standards
Customer Servicing

New Ofgem Consumer Standards

Focus green
Customer Servicing

The SOLRs are here to stay

Utilities empathetic
Customer Servicing

The debt collection challenge: why an empathetic approach is key

Energy price cap increase
Customer Servicing

Energy price cap increase: An opportunity to build stronger customer relationships

Prioritise fpoc
Complaints

Prioritising First Point of Contact when dealing with complaints

Listen to complaints
Complaints

Turn complaints into opportunities

Pandemic and complaints
Complaints

What have we learnt from complaints during the pandemic?

CO2021 questions
Complaints

The unanswered questions from the Complaints Outlook 2021 Launch Event

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

Db pensions part 1
Pensions

Understanding the FCA’s new policy on DB pension transfers

Equation
Advice and suitability

Managing the payment deferral crossroads

Insurance future sicsic
General regulation

The future of General Insurance pricing

New year operational excellence
Operational Excellence

5 New Year’s resolutions to help you achieve operational excellence in 2020

Utilities operational resilience
Operational Resilience

Utilities and the ‘cost vs risk’ dilemma – Shouldn’t the answer be obvious?

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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