Customer Servicing

Payment
Customer Servicing

Why is it so important to get section 75 right?

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Complaints

Our call handlers share their insight from the frontline

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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?

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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

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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

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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