Operational Excellence

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

How do you stack up Blog 308 176
Complaints

How do you stack up? – Effective benchmarking of complaints performance

Value for money Blog 308 176
Customer Servicing

Do you really value your customers? – Asking the hard questions around ‘value for money’

Managing digital conduct risk blog 308 176
Operational Excellence

White Paper: Managing digital conduct risk - ensuring the delivery of fair outcomes

CM Cs Insight 308 176
Complaints

Claims Management Companies – A rapidly changing landscape

Digital conduct 308 176
Operational Excellence

Digital conduct risk in an online world

Put customers at the heart 308 176
Operational Excellence

Customers at the core – how customer-centric is your business?

Can it be outsourced 308 176
Outsourcing

White Paper: Can it be outsourced? - Considerations for selecting a KYC and AML partner

Three keys to outsourcing
Outsourcing

Three keys to a flexible outsourcing agreement

Putting customer experience first 308 176
Outsourcing

White Paper: Outsourcing - putting customer experience front and centre

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Operational Excellence

Infographic: making quality assurance outcomes focused

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Operational Excellence

Becoming the John Lewis of financial services – what does it really take?

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Operational Excellence

Case study: Huntswood transitions and transforms 1,200 FTE outsourced operation

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Complaints

Case study: Tackling a large BAU complaint backlog

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Outsourcing

Case study: Delivering dedicated, outsourced paraplanning services

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Customer Servicing

Every penny makes a pound

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Complaints

Social media and customer complaints

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Operational Excellence

Advancement versus bureaucracy - leading the charge on innovation

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Technology and Data

The rise and rise of ‘fintech’…and how you can keep it in check

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Culture

Leadership and enabling cultural change

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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