Customer Servicing

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Complaints

Prioritising First Point of Contact when dealing with complaints

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Complaints

Podcast: Prioritising First Point of Contact when dealing with complaints

Listen to complaints
Complaints

Turn complaints into opportunities

Closed complaints
Complaints

Why firms should be breaking down the barriers in complaints

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Complaints

Podcast: Making it easy to complain

Pandemic and complaints
Complaints

What have we learnt from complaints during the pandemic?

CO2021 questions
Complaints

The unanswered questions from the Complaints Outlook 2021 Launch Event

Paul whichello
Complaints

Complaints Outlook 2021 Launch Event - Phil Whichello - Human behaviours and the complaints journey

Luke wootton
Complaints

Complaints Outlook 2021 Launch Event - Luke Wootton - Research summary and recommendations

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Complaints

Complaints Outlook 2021 Launch Event - Panel session

Complaints outlook 2021 journey
Complaints

Research report: Complaints Outlook 2021

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Customer Servicing

Case Study: Supporting a leading bank to manage a significant increase in complex customer queries

Future conduct risk
General regulation

The Future of Conduct Regulation

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Financial Crime

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

Expertise on demand
Resourcing

Expertise on demand

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General regulation

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

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Operational Resilience

How financial services can regain its operational resilience

Human element service excellence
Complaints

Complaints Outlook 2019 – The human element: getting the focus on delivering excellence

Complaints outlook 2019 uk finance webinar
Complaints

Webinar: Complaints Outlook 2019 with UK Finance

Complaints outlook
Complaints

Complaints Outlook 2019 – A video round-up from the launch event

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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