Digital conduct 308 176
Operational Excellence

Digital conduct risk in an online world

Focus green
Advice and suitability

The roll call for learning – Development requirements in IDD and how to meet them

Vulnerable 308 176
Complaints

Customer support should be targeted at the most vulnerable customer groups

Jeannette Lichner board performance 308 176
Culture

The quickest way to improve your board’s performance? Focus on culture, value and behaviours

Put customers at the heart 308 176
Operational Excellence

Customers at the core – how customer-centric is your business?

Integrity blue
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

Cash machine yellow 308 176
Complaints

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

True value of outsourcing eye 308 176
Outsourcing

The full picture – Weighing up the true value of an outsourcing agreement

Standing still 308 176
Complaints

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

Capacity planning 308 176
Outsourcing

The holiday period is coming – Capacity planning for winter surges

WIN THE WAR FOR TALENT
Recruitment

Leveraging SM&CR to win the war for talent

RESPONSIBL PAYDAY LENDING
Complaints

Responsible payday lending is critical for consumer protection

Path purple
Financial Crime

Distilling Data to Tackle Financial Crime

A SHAKE UP IN INSURANCE
General regulation

A shake-up in insurance – Implementing the Insurance Distribution Directive

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’?

Zein uk skill gap 308 176
Learning and Development

The UK Skills Gap and Lifelong Learning

MORE BANKS FLEE THE HIGH STREET
Customer Servicing

Opportunity awaits as more and more banks flee the high street

Path blue
Financial Crime

Cracking down on corruption - the risk of politically exposed persons

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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