Customer Servicing

Focus purple
Remediation

Case Study: Partnering with a UK leading insurance firm to deliver an end-to-end remediation operation

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

Insurance future sicsic
General regulation

The future of General Insurance pricing

Expertise on demand
Resourcing

Expertise on demand

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

Data driving right performance
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Is your data driving the right performance?

Emotional intelligence in complaints
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‘Emotional Intelligence’ and why it’s vital for your complaints team

Make it easy to be a customer
Customer Servicing

Guest Article: “Make it easy to be a customer” – The key to good customer experience

First point contact complaints resolution
Complaints

“Get it right the first time” – Aiming for 'first point of contact' complaints resolution

Complaints outlook 2019 background
Complaints

White Paper: Complaints Outlook 2019

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

Quiet ones Insight 308 176
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The quiet ones – Reaching out to non-complainants

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Fair pricing

White Paper: Paying a fair price for loyalty

CM Cs Insight 308 176
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Claims Management Companies – A rapidly changing landscape

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Operational Resilience

Infographic: The Winter Blues

WHAT WE ARE COMPLAINING ABOUT
Complaints

What we are complaining about this year in financial services – FCA H1 2018 complaints data

Putting customer experience first 308 176
Outsourcing

White Paper: Outsourcing - putting customer experience front and centre

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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