Vulnerable customers Articles

Bridge support
Vulnerable customers

FCA review into unsecured credit: what can we expect?

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

Affordability responsible lending blog
Vulnerable customers

Responsible lending - navigating through uncertainty

Equation
Advice and suitability

Managing the payment deferral crossroads

Integrity green
Complaints

The regulator’s expectations of complaints handling during coronavirus

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?

Blog ofgem challenges businesses to do more for vulnerable customers
Vulnerable customers

Ofgem challenges businesses to do more for vulnerable customers

Emotional intelligence in complaints
Complaints

‘Emotional Intelligence’ and why it’s vital for your complaints team

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Benifits Blog 308 176
Advice and suitability

Defined Benefit Transfer advice – Where is the market heading?

CREDIT CARD PROVIDERS IDENTIFYING FINANCIAL DIFFICULTIES
Vulnerable customers

Credit card providers – Are you identifying financial difficulties early enough?

CM Cs Insight 308 176
Complaints

Claims Management Companies – A rapidly changing landscape

Vulnerability understanding 2018 308 176
Vulnerable customers

Vulnerable customers – Wins in 2018 and goals for 2019

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

Standing still 308 176
Complaints

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

Co icon journey

 

The Complaints Outlook 2021

Actionable insight for every stage of the complaints journey

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