Utilities empathetic
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The debt collection challenge: why an empathetic approach is key

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

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Complaints

Our call handlers share their insight from the frontline

Prioritise fpoc
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Prioritising First Point of Contact when dealing with complaints

Listen to complaints
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Turn complaints into opportunities

Closed complaints
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Why firms should be breaking down the barriers in complaints

Pandemic and complaints
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What have we learnt from complaints during the pandemic?

CO2021 questions
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The unanswered questions from the Complaints Outlook 2021 Launch Event

Pricing remedies catalyst2
Fair pricing

FCA pricing remedies will change the game for the insurance industry

Complaints innovation
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Bridge support
Vulnerable customers

FCA review into unsecured credit: what can we expect?

Energy service
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Ofgem complaints warning is an opportunity to reduce cost to serve

Insurance add ons
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FCA general insurance add-ons data: an opportunity to demonstrate value

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

DB pensions Ros Blog
Pensions

Defined benefit pensions regulation – a view from Baroness Ros Altmann

ABI and BIBA review
General regulation

ABI and BIBA review indicates good progress in fair pricing, but more needs to be done

Affordability responsible lending blog
Vulnerable customers

Responsible lending - navigating through uncertainty

Db pensions part 1
Pensions

Understanding the FCA’s new policy on DB pension transfers

Equation
Advice and suitability

Managing the payment deferral crossroads

Integrity green
Complaints

The regulator’s expectations of complaints handling during coronavirus

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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