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Latest Insights
Vulnerable customers
FCA releases its review on the treatment of vulnerable customers
Following the FCA's March 2025 announcement, and with the regulator's vulnerability work ongoing, what should firms be doing to better protect their vulnerable customers and ensure they are not falling short of expectations?
Remediation
A road less travelled: assessing your remediation approach
What are the underlying elements of a good remediation approach, and how can firms make their general response to customer issues more efficient, while understanding when to call on the support of a specialist?
General regulation
Ongoing advice and the FCA – firms must continue to prepare
What does the recent FCA announcement around ongoing advice mean for firms? Here we look at common areas of poor practice and practical steps firms can take now to stay ahead of the FCA’s work
Complaints Calculator
Understand the true costs and opportunities within complaint handling.