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

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

Utilities Power line green
Customer Servicing

Case study: Supporting a UK energy supplier's journey to a new complaints approach

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Ofgem contact consumer standards
Customer Servicing

New Ofgem Consumer Standards

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

CO2022 martin dodd
Complaints

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

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

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

Utilities Power line green
Customer Servicing

Case study: Supporting a UK energy supplier's journey to a new complaints approach

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Ofgem contact consumer standards
Customer Servicing

New Ofgem Consumer Standards

Huntswood services
General regulation

Huntswood - creating better outcomes for your business and its customers

Path blue
Customer Servicing

Case study: Huntswood Increases customer trust in a major water provider, taking them from bottom to top of the satisfaction league table

Vulnerable customers

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Ofgem contact consumer standards
Customer Servicing

New Ofgem Consumer Standards

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

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

CO2022 word cloud
Complaints

Research report: Complaints Outlook 2022

Build advocacy
Customer Servicing

Can the utilities sector rebuild customers’ trust and loyalty to deliver sustained business success?

Operational Resilience

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

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

Utilities operational resilience
Operational Resilience

Utilities and the ‘cost vs risk’ dilemma – Shouldn’t the answer be obvious?

Future 2 insight version
Culture

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

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

Journey to cyber resilience
Operational Resilience

Infographic: The Journey to Cyber Resilience

Utilities Insight 308 176
Complaints

Infographic: The price of getting complaints wrong in Utilities

Brexit blog no contingency 308 176
Operational Resilience

Contingency planning for Brexit

Water works 308 176
Operational Resilience

Avoid, cope, recover - Keeping the water flowing after extreme weather

Fair pricing

Energy price cap increase
Customer Servicing

Energy price cap increase: An opportunity to build stronger customer relationships

Advice and suitability

Microbusinesses Insight 308 176
General regulation

Microbusinesses and the energy market - The potential impacts of Ofgem's strategic review

VULNERABLE CIRCUMSTANCES Insight 308 176
Vulnerable customers

Regulatory update: The Commission for Customers in Vulnerable Circumstances Final Report 2019

H yellow big
Vulnerable customers

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

Path green
Customer Servicing

Customer engagement – The key to good outcomes

Integrity blue
Customer Servicing

Rewarding customer loyalty – How can reward schemes in the energy market provide real customer benefits?

Growth green
Customer Servicing

Price comparison websites - A thematic review and the Huntswood view

Growth purple
General regulation

Consumer apathy or barriers to switch?

H green small
General regulation

Unknown knowns - product intervention rules

Compliance monitoring

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Fostering customer engagement water
Customer Servicing

Fostering customer engagement in the water industry

Path purple
Compliance monitoring

Regulatory response: Energy UK Call For Evidence

Growth green
Customer Servicing

Price comparison websites - A thematic review and the Huntswood view

H green small
General regulation

Unknown knowns - product intervention rules

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

Utilities Power line green
Customer Servicing

Case study: Supporting a UK energy supplier's journey to a new complaints approach

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

Energy price cap increase
Customer Servicing

Energy price cap increase: An opportunity to build stronger customer relationships

Technology and Data

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

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

Human touch utilities
Technology and Data

Automation in utilities – where’s the ‘human touch’ gone?

Cyber threats 2020
Technology and Data

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

Cyber security board webinar
Financial Crime

Webinar: Cyber security and the Board

Managing digital conduct risk blog 308 176
Complaints

Building a ‘smart’ complaints function – The role of technology in complaint handling

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?

Journey to cyber resilience
Operational Resilience

Infographic: The Journey to Cyber Resilience

Payments

Gadhia cyber
Financial Crime

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

Phased approach sca payments world prepared
Payments

A phased approach to implementing SCA – Is the Payments world prepared?

Culture

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Ethics and Compliance in the Boardroom
Culture

Guest Article: Poor culture – The silent Boardroom killer

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

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

2025 Insight 308 176
Vulnerable customers

Regulatory Update: Consumer Vulnerability Strategy 2025

Financial Crime

Gadhia cyber
Financial Crime

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

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 webinar
Financial Crime

Webinar: Cyber security and the Board

Phased approach sca payments world prepared
Payments

A phased approach to implementing SCA – Is the Payments world prepared?

Journey to cyber resilience
Operational Resilience

Infographic: The Journey to Cyber Resilience

Growth green
Financial Crime

A single customer view is critical when mitigating financial crime risk

Fraud report paper
Financial Crime

Research Paper: Fraud – How to manage this increasingly complex threat

Connection blue
Financial Crime

Regulatory Update: National Strategic Assessment of Serious and Organised Crime

Growth yellow
Financial Crime

CEO fraud - A simple and significant threat

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

H purple small
Operational Excellence

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

Non-Executive Directors

Jeannette Lichner board performance 308 176
Culture

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

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 green big
Non-Executive Directors

Video: digital - risks and rewards

Senior Managers and Certification Regime

Ethics and Compliance in the Boardroom
Culture

Guest Article: Poor culture – The silent Boardroom killer

Complaints outlook 2019 background
Complaints

White Paper: Complaints Outlook 2019

Utilities SMCR Insight 308 176
Senior Managers and Certification Regime

Could we soon see an SM&CR for the Utilities sector?

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

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

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Ofgem contact consumer standards
Customer Servicing

New Ofgem Consumer Standards

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

CO2022 martin dodd
Complaints

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

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

2025 Insight 308 176
Vulnerable customers

Regulatory Update: Consumer Vulnerability Strategy 2025

Zein uk skill gap 308 176
Learning and Development

The UK Skills Gap and Lifelong Learning

Path green
Culture

Powered by emotional intelligence

Growth blue
Culture

Will to power? Understanding individuals to build teams

Past Business Review

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

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

CO2022 word cloud
Complaints

Research report: Complaints Outlook 2022

Complaints outlook 2021 journey
Complaints

Research report: Complaints Outlook 2021

Complaints outlook 2019 background
Complaints

White Paper: Complaints Outlook 2019

H purple small
Operational Excellence

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

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 purple small
Operational Excellence

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

Resourcing

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

Fibre optic service
Customer Servicing

How telecommunication providers can stand out with high quality customer service

Focus green
Customer Servicing

The SOLRs are here to stay

Growth purple
Complaints

Case Study: Delivering a complaint solution for a leading water industry client

Connection blue
Complaints

Case Study: Clear a significant complaints backlog post acquisition

Expertise on demand
Resourcing

Expertise on demand

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

Recruitment

Call centre video
General regulation

Explore the pillars of Huntswood's call centre offering

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

H blue small
Recruitment

Apply now! Actually… don’t

Operational Excellence

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

Utilities Power line green
Customer Servicing

Case study: Supporting a UK energy supplier's journey to a new complaints approach

Vulnerable customers paper MAG black
Vulnerable customers

White paper: complaints handling for vulnerable customers

Ofgem contact consumer standards
Customer Servicing

New Ofgem Consumer Standards

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

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

Focus green
Customer Servicing

The SOLRs are here to stay

Consumer Duty

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

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.