Complaints

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Complaints

Regulatory update: Feedback to DP15 / 7 - SMEs as users of financial services (CP18 / 3)

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Complaints

Have firms underestimated the implications of the PS15 / 19 complaints rules implemented in June 2016?

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Payments

PSD2 heralds further change for complaints handling

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Complaints

Regulatory Update: The FCA’s 2016 H2 complaints data

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PPI

The final countdown for PPI – What challenges will firms face and how can they be mitigated?

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PPI

PS17 / 3 - Payment protection insurance complaints - Feedback on CP16 / 20 and final rules and guidance

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Complaints

Regulatory update: claims management regulation, cutting the costs for consumers – financial claims (MoJ consultation)

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Complaints

The challenge of establishing complaints ROI

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Culture

Infographic: Robust complaints training and competence

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Complaints

Infographic: The emergence of new technology in complaints

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Non-Executive Directors

Video: digital - risks and rewards

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Operational Excellence

Infographic: making quality assurance outcomes focused

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Infographic: embedding effective root cause analysis

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Complaints

Complaints - A burden or opportunity to excel?

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General regulation

Infographic: Implementation of PS 15 / 19

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Complaints

Complaints excellence – how to lead the industry

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Complaints

White Paper: Complaints Outlook 2016

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Complaints

White Paper: Implementing PS15 / 19: improving complaints handling

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Complaints

A conclusion on complaints

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Operational Excellence

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

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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