Customer Servicing

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Banner Current state of complaints Q1 24
Complaints

The Current State of FOS Complaints - Q1, FY 2024 / 2025

Consumer Duty one year on INSURANCE banner
Consumer Duty

Consumer Duty in insurance: What an in-depth review of the sector reveals about firm performance

Consumer Duty one year on OUTCOMES banner
Consumer Duty

Consumer duty one year on: reframing the role of customer outcomes and demonstrating fair value​

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

CD communication background
Customer Servicing

The three R's of clear communication

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Complaints excellence yellow
Customer Servicing

What is customer outcome testing and why is it important?

DSA Rs manage volume capacity plan
Customer Servicing

Navigating the rising tide of data subject access requests: challenges and solutions

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

Huntswood services
General regulation

Huntswood - creating better outcomes for your business and its customers

CO2022 martin dodd
Complaints

Complaints Outlook 2022 Launch Event - Martin Dodd, Implementation and Impact

CO2022 event research principles
Complaints

Complaints Outlook 2022 Launch Event - Craig Koch, Research Principles

CO2022 word cloud
Complaints

Research report: Complaints Outlook 2022

Payment
Customer Servicing

Why is it so important to get section 75 right?

Managed resourcing solution yellow
Complaints

Our call handlers share their insight from the frontline

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

Download

 

SIGN UP FOR REGULAR INSIGHT

Keeping up-to-date with the latest industry topics and regulatory issues can be quite time-consuming! 

Thankfully, our regulatory experts are here to help you stay on top of it all. Fill in the short form below to receive a monthly round-up of our insight, news and analysis.