CD communication background
Customer Servicing

The three R's of clear communication

Complaints excellence yellow
Customer Servicing

What is customer outcome testing and why is it important?

Consumer duty evidencing
Customer Servicing

Evidencing good customer outcomes

Consumer duty customer lens
Customer Servicing

Consumer Duty requirements – the customer journey lens

Operational resilience and continuity
Customer Servicing

Are you planning for your Annual Consumer Duty Board Report?

Customer onboarding
Customer Servicing

Consumer Duty - Day 2 Enhancements

Insurance pricing practices
Fair pricing

Regulatory update: MS18/1.3 - The FCA’s General Insurance Pricing Practices Final Report

Ombudsman journey
Complaints

Regulatory Update: FOS 2020 / 2021 plans, budget and future strategy

Finalised guidance insurance manufacturers distributors
General regulation

Regulatory Update: FG19 / 05 – Finalised Guidance for insurance product manufacturers and distributors

FOS complaints data H1 2019
Complaints

Regulatory update: FOS complaints data H1 2019

Progress on official receiver ppi claims
PPI

Regulatory update: Progress on Official Receiver PPI claims

Reg update pension transfer advice contingent charging
Pensions

Regulatory update: CP19 / 25 – Pension transfer advice: contingent charging and other proposed changes

Guidance firms fair treatment vulnerable customers
Vulnerable customers

Regulatory update: Guidance for firms on the fair treatment of vulnerable customers

Buy Now Pay Later Insite 308 176
General regulation

Regulatory update: Buy Now Pay Later Offers – Feedback on CP 18 / 43 and Final Rules

Digital identity 308 176
Financial Crime

Regulatory update: PAS 499

Sound advice Insight 308 176
Advice and suitability

Regulatory Update: Defined Benefit pension transfers – Market-wide data results

2025 Insight 308 176
Vulnerable customers

Regulatory Update: Consumer Vulnerability Strategy 2025

Overdraft Insight 308 176
General regulation

Regulatory Update: FCA overdraft reforms

Coldcalling Insight 308 176
Customer Servicing

Regulatory update: The FCA’s ‘Dear CEO’ letter to Claims Management Companies

VULNERABLE CIRCUMSTANCES Insight 308 176
Vulnerable customers

Regulatory update: The Commission for Customers in Vulnerable Circumstances Final Report 2019

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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