Complaints

CO2019 customer advocacy
Complaints

Complaints Outlook 2019 – Winning new customers through advocacy

CO2019 methodology
Complaints

Complaints Outlook 2019 – Research Approach and Methodology

CO2019 customer relationships
Complaints

Complaints Outlook 2019 – More valuable relationships with existing customers

Complaints outlook 2019 uk finance webinar
Complaints

Webinar: Complaints Outlook 2019 with UK Finance

CO2019 highlights
Complaints

Complaints Outlook 2019 – Highlights from the launch event

Complaints outlook
Complaints

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

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

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

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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

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Customer Servicing

Regulatory update: The FCA’s ‘Dear CEO’ letter to Claims Management Companies

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Standing still 308 176
Complaints

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

INVESTMENT PLATFORMS RENEWED SCRUTINY
Complaints

Investment platforms – could renewed regulatory scrutiny present firms with an opportunity?

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Non-Executive Directors

Video: digital - risks and rewards

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Operational Excellence

Infographic: making quality assurance outcomes focused

Integrity purple
Complaints

Complaints - A burden or opportunity to excel?

Growth green
Complaints

Complaints excellence – how to lead the industry

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Complaints

White Paper: Complaints Outlook 2016

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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