Vulnerable customers

Paul whichello
Complaints

Complaints Outlook 2021 Launch Event - Phil Whichello - Human behaviours and the complaints journey

Luke wootton
Complaints

Complaints Outlook 2021 Launch Event - Luke Wootton - Research summary and recommendations

Huntswood h green
Complaints

Complaints Outlook 2021 Launch Event - Panel session

Complaints outlook 2021 journey
Complaints

Research report: Complaints Outlook 2021

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Growth purple
Complaints

Case Study: Supporting the claims area of a major utilities company

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

Utilities operational resilience
Operational Resilience

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

Blog ofgem challenges businesses to do more for vulnerable customers
Vulnerable customers

Ofgem challenges businesses to do more for vulnerable customers

Complaints outlook
Complaints

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

Emotional intelligence in complaints
Complaints

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

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

2025 Insight 308 176
Vulnerable customers

Regulatory Update: Consumer Vulnerability Strategy 2025

VULNERABLE CIRCUMSTANCES Insight 308 176
Vulnerable customers

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

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Vulnerability understanding 2018 308 176
Vulnerable customers

Vulnerable customers – Wins in 2018 and goals for 2019

Vulnerable 308 176
Complaints

Customer support should be targeted at the most vulnerable customer groups

Standing still 308 176
Complaints

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

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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