Complaints

Q2 FY24 25 FOS complaints banner
Complaints

The Current State of FOS Complaints – Q2, FY 2024 / 2025

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

Pension transfer delays banner
Compliance monitoring

Tackling Pension Transfer Delays: A Call to Action

Banner Current state of complaints Q1 24
Complaints

The Current State of FOS Complaints - Q1, FY 2024 / 2025

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Consumer duty Vulnerable customers banner
Customer Servicing

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

CD communication background
Customer Servicing

The three R's of clear communication

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Complaints excellence yellow
Customer Servicing

What is customer outcome testing and why is it important?

DSA Rs manage volume capacity plan
Customer Servicing

Navigating the rising tide of data subject access requests: challenges and solutions

Pensions

High perf contact centre
Customer Servicing

Case study: High-performing contact centre

Consumer duty evidencing
Customer Servicing

Evidencing good customer outcomes

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

DB pensions Ros Blog
Pensions

Defined benefit pensions regulation – a view from Baroness Ros Altmann

Podcast web banner purple
Pensions

Podcast: DEFINED BENEFIT PENSION TRANSFERS: WHAT SHOULD FIRMS BE DOING?

Db pensions part 1
Pensions

Understanding the FCA’s new policy on DB pension transfers

Podcast web banner green
Pensions

Podcast: DB Pensions in the current climate; with Baroness Ros Altmann

DEFINED BENEFIT TRANSFERS
Pensions

Defined benefit transfers – Change on the horizon?

Ros Altmann
Pensions

Discussing pension transfers with Baroness Ros Altmann

Reg update pension transfer advice contingent charging
Pensions

Regulatory update: CP19 / 25 – Pension transfer advice: contingent charging and other proposed changes

Customer Servicing

Q2 FY24 25 FOS complaints banner
Complaints

The Current State of FOS Complaints – Q2, FY 2024 / 2025

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

Pension transfer delays banner
Compliance monitoring

Tackling Pension Transfer Delays: A Call to Action

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Banner Current state of complaints Q1 24
Complaints

The Current State of FOS Complaints - Q1, FY 2024 / 2025

Consumer Duty one year on INSURANCE banner
Consumer Duty

Consumer Duty in insurance: What an in-depth review of the sector reveals about firm performance

Consumer Duty one year on OUTCOMES banner
Consumer Duty

Consumer duty one year on: reframing the role of customer outcomes and demonstrating fair value​

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

High perf contact centre
Customer Servicing

Case study: High-performing contact centre

Vulnerable customers

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

Pension transfer delays banner
Compliance monitoring

Tackling Pension Transfer Delays: A Call to Action

Consumer Duty one year on INSURANCE banner
Consumer Duty

Consumer Duty in insurance: What an in-depth review of the sector reveals about firm performance

Consumer Duty one year on OUTCOMES banner
Consumer Duty

Consumer duty one year on: reframing the role of customer outcomes and demonstrating fair value​

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

High perf contact centre
Customer Servicing

Case study: High-performing contact centre

Consumer duty Vulnerable customers banner
Customer Servicing

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

CD communication background
Customer Servicing

The three R's of clear communication

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Operational Resilience

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

DSA Rs manage volume capacity plan
Customer Servicing

Navigating the rising tide of data subject access requests: challenges and solutions

Dan Crisp
Operational Resilience

Discussing operational resilience with Dan Crisp

New year operational excellence
Operational Excellence

5 New Year’s resolutions to help you achieve operational excellence in 2020

Cyber security board
Operational Resilience

Cyber Security in the Boardroom - an interview with Stephen Head

Cyber resilience
Operational Resilience

Cyber Security in the Boardroom - an interview with Mike Peckham

Future 2 insight version
Culture

Guest Article: Is your business ready for the future of work?

Cyber security in the boardroom
Operational Resilience

White Paper: Cyber Security in the Boardroom

Journey to cyber resilience
Operational Resilience

Infographic: The Journey to Cyber Resilience

Brexit blog no contingency 308 176
Operational Resilience

Contingency planning for Brexit

Fair pricing

Consumer Duty one year on INSURANCE banner
Consumer Duty

Consumer Duty in insurance: What an in-depth review of the sector reveals about firm performance

Consumer Duty one year on OUTCOMES banner
Consumer Duty

Consumer duty one year on: reframing the role of customer outcomes and demonstrating fair value​

Advice and suitability

Db pensions part 1
Pensions

Understanding the FCA’s new policy on DB pension transfers

DEFINED BENEFIT TRANSFERS
Pensions

Defined benefit transfers – Change on the horizon?

Ros Altmann
Pensions

Discussing pension transfers with Baroness Ros Altmann

Reg update pension transfer advice contingent charging
Pensions

Regulatory update: CP19 / 25 – Pension transfer advice: contingent charging and other proposed changes

Sound advice Insight 308 176
Advice and suitability

Regulatory Update: Defined Benefit pension transfers – Market-wide data results

Root cause analysis mortgage complaints 308 176
Complaints

The challenge of undertaking strategic root cause analysis on mortgage complaints

Benifits Blog 308 176
Advice and suitability

Defined Benefit Transfer advice – Where is the market heading?

Path yellow
Advice and suitability

Regulatory update: CP18 / 7 Retirement Outcome Review - Proposed Changes to our Rules and Guidance

Integrity green
Advice and suitability

New advice definition creates new opportunities for firms

Focus blue
Advice and suitability

Your guide to the FCA's DB transfer permission restrictions

Compliance monitoring

Pension transfer delays banner
Compliance monitoring

Tackling Pension Transfer Delays: A Call to Action

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Consumer Duty one year on INSURANCE banner
Consumer Duty

Consumer Duty in insurance: What an in-depth review of the sector reveals about firm performance

Consumer Duty one year on OUTCOMES banner
Consumer Duty

Consumer duty one year on: reframing the role of customer outcomes and demonstrating fair value​

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

Future conduct risk
General regulation

The Future of Conduct Regulation

Path yellow
Compliance monitoring

Reviewing the effectiveness of the Bribery Act 2010 in your firm

Focus green
Senior Managers and Certification Regime

Responsibility and accountability - the core message of the SM&CR regime

H blue small
Compliance monitoring

Trust and Advice Paper

Integrity purple
Compliance monitoring

Effective regulatory due diligence – The key to managing conduct risk assurance in mergers and acquisitions

Outsourcing

Q2 FY24 25 FOS complaints banner
Complaints

The Current State of FOS Complaints – Q2, FY 2024 / 2025

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Banner Current state of complaints Q1 24
Complaints

The Current State of FOS Complaints - Q1, FY 2024 / 2025

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Call centre video
General regulation

Explore the pillars of Huntswood's call centre offering

CO2022 martin dodd
Complaints

Complaints Outlook 2022 Launch Event - Martin Dodd, Implementation and Impact

CO2022 event research principles
Complaints

Complaints Outlook 2022 Launch Event - Craig Koch, Research Principles

Managed resourcing solution yellow
Complaints

Our call handlers share their insight from the frontline

Listen to complaints
Complaints

Turn complaints into opportunities

Technology and Data

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

Gadhia cyber
Financial Crime

White Paper: The UK’s Response to Cyber Fraud: The role of business

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

Cyber board third party
Technology and Data

Cyber Security and the Board – Working with third party suppliers

Cyber threats 2020
Technology and Data

The five cyber threats we’ll face in the 2020s

Cyber security board
Operational Resilience

Cyber Security in the Boardroom - an interview with Stephen Head

Cyber resilience
Operational Resilience

Cyber Security in the Boardroom - an interview with Mike Peckham

Cyber security board webinar
Financial Crime

Webinar: Cyber security and the Board

Complaints outlook
Complaints

Complaints Outlook 2019 – A video round-up from the launch event

Payments

Gadhia cyber
Financial Crime

White Paper: The UK’s Response to Cyber Fraud: The role of business

Digital security
Financial Crime

Research report: Fighting Cyber Crime

E money sector 2308 176
Financial Crime

Regulatory update: Money laundering and terrorist financing risks in the E-money sector

DISPUTES IN THE OPEN BANKING ENVIRONMENT
Payments

Hardly an open and shut case – Disputes in the Open Banking environment

Card aquiring services 308 176
Payments

Regulatory update: Market review into the supply of card-acquiring services

Integrity yellow
Payments

Authorised push payment (APP) fraud and regulatory pressure

Connections yellow
Payments

Regulatory update: final FCA approach document on PSD2 implementation

Path purple
Payments

UK payments – a period of unprecedented change

H green big
Payments

PSD2 heralds further change for complaints handling

Connection green
Financial Crime

The UK’s future payments strategy is key to tackling financial crime

Culture

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

Ethics and Compliance in the Boardroom
Culture

Guest Article: Poor culture – The silent Boardroom killer

Embedding SMCR
Senior Managers and Certification Regime

White Paper: Embedding the Senior Managers and Certification Regime (SM&CR)

Future 2 insight version
Culture

Guest Article: Is your business ready for the future of work?

Complaints outlook
Complaints

Complaints Outlook 2019 – A video round-up from the launch event

Data driving right performance
Culture

Is your data driving the right performance?

Emotional intelligence in complaints
Complaints

‘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

Journey to cyber resilience
Operational Resilience

Infographic: The Journey to Cyber Resilience

Financial Crime

Gadhia cyber
Financial Crime

White Paper: The UK’s Response to Cyber Fraud: The role of business

Digital security
Financial Crime

Research report: Fighting Cyber Crime

Focus purple
Financial Crime

Case Study: Supporting a global retail bank to clear a backlog of potential fraud cases

Cyber threats 2020
Technology and Data

The five cyber threats we’ll face in the 2020s

Cyber security board
Operational Resilience

Cyber Security in the Boardroom - an interview with Stephen Head

Cyber resilience
Operational Resilience

Cyber Security in the Boardroom - an interview with Mike Peckham

Cyber security board webinar
Financial Crime

Webinar: Cyber security and the Board

Journey to cyber resilience
Operational Resilience

Infographic: The Journey to Cyber Resilience

E money sector 2308 176
Financial Crime

Regulatory update: Money laundering and terrorist financing risks in the E-money sector

Path purple
Financial Crime

Distilling Data to Tackle Financial Crime

PPI

Complaints outlook 2021 journey
Complaints

Research report: Complaints Outlook 2021

PPI 7 weeks Insight 308 176
PPI

The end of the PPI era – Staying on target through the last seven weeks

Ppi surge how prepared 308 176
PPI

The final surge – Unclaimed PPI and the case for contingency

Growth purple
PPI

Regulatory Update: Final guidance on regular premium PPI complaints

H blue big
PPI

Regulatory Update: PPI complaints deadline Progress Report

Growth blue
PPI

Regulatory update: Guidance on Regular Premium PPI Complaints and Recurring Non-Disclosure of Commission (CP18 / 18)

Non-Executive Directors

Cyber security in the boardroom
Operational Resilience

White Paper: Cyber Security in the Boardroom

Culture smcr living values
Senior Managers and Certification Regime

Culture and SM&CR – Living your values

Smcr responsibilities guidance 308 176
Senior Managers and Certification Regime

Making a Statement (of Responsibilities) – What senior managers need to know

Implementing smcr guidance 308 176
Senior Managers and Certification Regime

White Paper: Implementing the Senior Managers and Certification Regime (SM&CR)

Jeannette Lichner board performance 308 176
Culture

The quickest way to improve your board’s performance? Focus on culture, value and behaviours

Integrity green
Culture

Driving better outcomes - the gender pay gap, fintech strategy and FCA priorities

Path yellow
Senior Managers and Certification Regime

Board Evaluations - The Four Most Common Findings

Connections purple
Culture

'On the agenda’ - board discussions in 2018

H purple small
Senior Managers and Certification Regime

Video: Senior managers & certification regime - is your firm prepared?

Connection blue
Culture

Culture – the No.1 priority for non-executive directors

Senior Managers and Certification Regime

Rhiannon Harfoot
Senior Managers and Certification Regime

The cultural impacts of SM&CR with Rhiannon Harfoot

Ethics and Compliance in the Boardroom
Culture

Guest Article: Poor culture – The silent Boardroom killer

Embedding SMCR
Senior Managers and Certification Regime

White Paper: Embedding the Senior Managers and Certification Regime (SM&CR)

Culture smcr living values
Senior Managers and Certification Regime

Culture and SM&CR – Living your values

Complaints outlook 2019 background
Complaints

White Paper: Complaints Outlook 2019

Smcr responsibilities guidance 308 176
Senior Managers and Certification Regime

Making a Statement (of Responsibilities) – What senior managers need to know

Implementing smcr guidance 308 176
Senior Managers and Certification Regime

White Paper: Implementing the Senior Managers and Certification Regime (SM&CR)

WIN THE WAR FOR TALENT
Recruitment

Leveraging SM&CR to win the war for talent

Focus green
Senior Managers and Certification Regime

Regulatory Update: PS18 / 14 - Extending the Senior Managers & Certification Regime to FCA firms

Path yellow
Senior Managers and Certification Regime

Board Evaluations - The Four Most Common Findings

General regulation

Q2 FY24 25 FOS complaints banner
Complaints

The Current State of FOS Complaints – Q2, FY 2024 / 2025

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

Pension transfer delays banner
Compliance monitoring

Tackling Pension Transfer Delays: A Call to Action

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Banner Current state of complaints Q1 24
Complaints

The Current State of FOS Complaints - Q1, FY 2024 / 2025

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

High perf contact centre
Customer Servicing

Case study: High-performing contact centre

Consumer duty Vulnerable customers banner
Customer Servicing

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

CD communication background
Customer Servicing

The three R's of clear communication

Learning and Development

Future 2 insight version
Culture

Guest Article: Is your business ready for the future of work?

Emotional intelligence in complaints
Complaints

‘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

Culture smcr living values
Senior Managers and Certification Regime

Culture and SM&CR – Living your values

Zein uk skill gap 308 176
Learning and Development

The UK Skills Gap and Lifelong Learning

Connection blue
Learning and Development

Guest Article: Five ways to empower your audit committee

H blue small
Culture

Leadership and enabling cultural change

Integrity blue
Learning and Development

AC/DC - It doesn’t need to be a headache

H green big
Learning and Development

Social learning - the future of employee learning

Path green
Culture

Powered by emotional intelligence

Past Business Review

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

CD communication background
Customer Servicing

The three R's of clear communication

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Complaints excellence yellow
Customer Servicing

What is customer outcome testing and why is it important?

DSA Rs manage volume capacity plan
Customer Servicing

Navigating the rising tide of data subject access requests: challenges and solutions

Consumer duty evidencing
Customer Servicing

Evidencing good customer outcomes

Consumer duty customer lens
Customer Servicing

Consumer Duty requirements – the customer journey lens

Operational resilience and continuity
Customer Servicing

Are you planning for your Annual Consumer Duty Board Report?

Huntswood services
General regulation

Huntswood - creating better outcomes for your business and its customers

Call centre video
General regulation

Explore the pillars of Huntswood's call centre offering

Remediation

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

Huntswood services
General regulation

Huntswood - creating better outcomes for your business and its customers

CO2022 word cloud
Complaints

Research report: Complaints Outlook 2022

Managed resourcing solution yellow
Complaints

Our call handlers share their insight from the frontline

Focus purple
Financial Crime

Case Study: Supporting a global retail bank to clear a backlog of potential fraud cases

Complaints outlook 2019 background
Complaints

White Paper: Complaints Outlook 2019

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

H yellow small
Remediation

Power of the pilot - remediation

Connections purple
Remediation

Is this the future of remediation?

Resourcing

DSA Rs manage volume capacity plan
Customer Servicing

Navigating the rising tide of data subject access requests: challenges and solutions

Consumer duty customer lens
Customer Servicing

Consumer Duty requirements – the customer journey lens

Call centre video
General regulation

Explore the pillars of Huntswood's call centre offering

CO2022 martin dodd
Complaints

Complaints Outlook 2022 Launch Event - Martin Dodd, Implementation and Impact

CO2022 event research principles
Complaints

Complaints Outlook 2022 Launch Event - Craig Koch, Research Principles

Expertise on demand
Resourcing

Expertise on demand

WIN THE WAR FOR TALENT
Recruitment

Leveraging SM&CR to win the war for talent

Zein uk skill gap 308 176
Learning and Development

The UK Skills Gap and Lifelong Learning

Growth blue
Culture

Will to power? Understanding individuals to build teams

H yellow small
Recruitment

Next job - all about the MONEY

Recruitment

Call centre video
General regulation

Explore the pillars of Huntswood's call centre offering

WIN THE WAR FOR TALENT
Recruitment

Leveraging SM&CR to win the war for talent

Zein uk skill gap 308 176
Learning and Development

The UK Skills Gap and Lifelong Learning

Connections purple
Recruitment

Joining the dots - Financial services compliance recruitment

Growth blue
Culture

Will to power? Understanding individuals to build teams

H yellow small
Recruitment

Next job - all about the MONEY

H blue small
Recruitment

Apply now! Actually… don’t

Operational Excellence

Pension transfer delays banner
Compliance monitoring

Tackling Pension Transfer Delays: A Call to Action

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

High perf contact centre
Customer Servicing

Case study: High-performing contact centre

Consumer duty Vulnerable customers banner
Customer Servicing

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

CD communication background
Customer Servicing

The three R's of clear communication

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Complaints excellence yellow
Customer Servicing

What is customer outcome testing and why is it important?

DSA Rs manage volume capacity plan
Customer Servicing

Navigating the rising tide of data subject access requests: challenges and solutions

Consumer Duty

Consumer duty in 2025 banner
Consumer Duty

Consumer Duty In 2025

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Consumer Duty one year on INSURANCE banner
Consumer Duty

Consumer Duty in insurance: What an in-depth review of the sector reveals about firm performance

Consumer Duty one year on OUTCOMES banner
Consumer Duty

Consumer duty one year on: reframing the role of customer outcomes and demonstrating fair value​

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

Download

 

SIGN UP FOR REGULAR INSIGHT

Keeping up-to-date with the latest industry topics and regulatory issues can be quite time-consuming! 

Thankfully, our regulatory experts are here to help you stay on top of it all. Fill in the short form below to receive a monthly round-up of our insight, news and analysis.