Customer Servicing

Integrity yellow
Complaints

High-cost, short-term credit affordability complaints: The ‘next PPI’?

Putting customer experience first 308 176
Outsourcing

White Paper: Outsourcing - putting customer experience front and centre

Integrity blue
Customer Servicing

Living on debt row – how effective will the FCA be in tackling the inherent challenges of high-cost credit?

Focus purple
Customer Servicing

Collections and recoveries: What does the future hold?

Integrity yellow
Customer Servicing

Can consumer trust in financial services be driven by the product transparency revolution?

Focus blue
Customer Servicing

Credit card market working well, but room for improvement

Focus yellow
Culture

Consumer credit - staff remuneration and incentives

H purple small
Operational Excellence

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

H green small
Customer Servicing

Payday pandemonium - caps for consumers

H green big
Complaints

Social media and customer complaints

H blue big
Operational Excellence

Advancement versus bureaucracy - leading the charge on innovation

H blue small
Technology and Data

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

Growth green
Customer Servicing

Price comparison websites - A thematic review and the Huntswood view

Growth blue
Vulnerable customers

Considering vulnerable customers: are you doing all you can?

H green big
Customer Servicing

Financial promotions failings

Focus blue
Customer Servicing

Collections, arrears handling and consumer credit

Connections purple
Remediation

Is this the future of remediation?

Path yellow
Operational Excellence

Consumer credit products - are your promotions clear and fair?

Integrity blue
Advice and suitability

Assessment of affordability - can customers afford to borrow?

Connections yellow
Customer Servicing

Interest only mortgage time bomb - diffused?

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

Download

 

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