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Complaints

Case Study: Outsourcing of BAU complaint handling for a consumer credit organisation

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Technology and Data

Cyber Security and the Board – Working with third party suppliers

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Financial Crime

Case Study: Supporting a global retail bank to clear a backlog of potential fraud cases

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Outsourcing

Case study: Delivering an urgent new helpline to support vulnerable residents

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General regulation

The future of General Insurance pricing

Cost to serve
Customer Servicing

White Paper: Reducing the 'Cost to serve'

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General regulation

Case Study: Investigate a potential DB liability prior to a merger

Human touch utilities
Technology and Data

Automation in utilities – where’s the ‘human touch’ gone?

Expertise on demand
Resourcing

Expertise on demand

Cyber threats 2020
Technology and Data

The five cyber threats we’ll face in the 2020s

DEFINED BENEFIT TRANSFERS
Pensions

Defined benefit transfers – Change on the horizon?

Ros Altmann
Pensions

Discussing pension transfers with Baroness Ros Altmann

Travel complaints outlook
Complaints

White Paper: Complaints Outlook - Travel Sector

Ombudsman journey
Complaints

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

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General regulation

Case Study: Packaged bank account complaint handling for the UK’s largest retail bank

Dan Crisp
Operational Resilience

Discussing operational resilience with Dan Crisp

Rhiannon Harfoot
Senior Managers and Certification Regime

The cultural impacts of SM&CR with Rhiannon Harfoot

New year operational excellence
Operational Excellence

5 New Year’s resolutions to help you achieve operational excellence in 2020

Ethics and Compliance in the Boardroom
Culture

Guest Article: Poor culture – The silent Boardroom killer

Embedding SMCR
Senior Managers and Certification Regime

White Paper: Embedding the Senior Managers and Certification Regime (SM&CR)

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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