Vulnerable customers

Emotional intelligence in complaints
Complaints

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

Guidance firms fair treatment vulnerable customers
Vulnerable customers

Regulatory update: Guidance for firms on the fair treatment of vulnerable customers

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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
Complaints

The quiet ones – Reaching out to non-complainants

CM Cs Insight 308 176
Complaints

Claims Management Companies – A rapidly changing landscape

Vulnerability understanding 2018 308 176
Vulnerable customers

Vulnerable customers – Wins in 2018 and goals for 2019

Standing still 308 176
Complaints

A penalty for loyalty? – Reactions to the citizens advice super-complaint

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Vulnerable customers

Regulatory update: An approach to consumers and a discussion paper on a duty of care

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General regulation

Regulatory update: FOS annual review 2017 / 18 and future funding

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Vulnerable customers

Renewal pricing – are insurance firms considering their vulnerable customers?

Focus purple
Vulnerable customers

Regulatory update: Ofcom – Review of the general conditions of entitlement

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Vulnerable customers

‘Consumer Vulnerability’ - What will 2018 bring?

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Vulnerable customers

Regulatory update: The FCA's approach to protecting vulnerable customers

Vulnerable customers advice 308 176
Vulnerable customers

White paper: Vulnerable Customers (2nd edition)

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Vulnerable customers

Regulatory update: Occasional Paper 31 - Ageing Population and Financial Services

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Vulnerable customers

Supporting vulnerable customers - can digital comparison tools do more?

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Vulnerable customers

Infographic: How can understanding vulnerability help protect against fraud?

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Vulnerable customers

Supporting customers in financial difficulty – Can financial services do more?

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Vulnerable customers

Vulnerable customers – ensuring the delivery of fair outcomes

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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