Closed complaints
Complaints

Why firms should be breaking down the barriers in complaints

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Complaints

Podcast: Making it easy to complain

Pandemic and complaints
Complaints

What have we learnt from complaints during the pandemic?

CO2021 questions
Complaints

The unanswered questions from the Complaints Outlook 2021 Launch Event

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

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Complaints

Complaints Outlook 2021 Launch Event - Panel session

Complaints outlook 2021 journey
Complaints

Research report: Complaints Outlook 2021

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

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Complaints

FOS H2 2019 Complaints Data Analysis

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Complaints

FCA H2 2019 Complaints Data Analysis

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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

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Complaints

Case Study: Clear a significant complaints backlog post acquisition

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Customer Servicing

Case Study: Contact centre for a high cost, short-term credit lender

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Customer Servicing

Case Study: Supporting a leading bank to manage a significant increase in complex customer queries

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Remediation

Case Study: Partnering with a UK leading insurance firm to deliver an end-to-end remediation operation

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Complaints

The regulator’s expectations of complaints handling during coronavirus

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Complaints

Case Study: Complaint handling support for a large UK financial services firm

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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