General regulation Regulatory Updates

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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

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

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

Overdraft Insight 308 176
General regulation

Regulatory Update: FCA overdraft reforms

FOS 2018 20 Insight V2 308 176
General regulation

Regulatory update: Financial Ombudsman Service Annual Review 2018 / 19

Platforms market study 308 176
General regulation

Regulatory Update: MS17 / 1 - Investment Platforms Market Study

Connections purple
General regulation

Regulatory Update: High-cost short-term credit lending data

Fca sector views 2019 308 176
General regulation

Regulatory Update: FCA Sector Views 2019

Path green
Vulnerable customers

Regulatory Update: FCA proposes price cap on rent-to-own firms

Growth purple
PPI

Regulatory Update: Final guidance on regular premium PPI complaints

H green small
General regulation

Regulatory Update: General Insurance market study launch and Fair Pricing Discussion Paper

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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