Integrity blue
Customer Servicing

Living on debt row – how effective will the FCA be in tackling the inherent challenges of high-cost credit?

Growth purple
General regulation

Regulatory update: FCA sets out plans for regulation of claims management companies (CP18 / 15)

Growth blue
General regulation

Regulatory update: FOS annual review 2017 / 18 and future funding

H purple big
Complaints

The complaints conundrum - are you only seeing the tip of the iceberg?

Path yellow
Technology and Data

Reducing complaints through robotics

Focus blue
Complaints

Regulatory update: Feedback to DP15 / 7 - SMEs as users of financial services (CP18 / 3)

H purple big
General regulation

Regulatory update: FCA ‘Dear CEO’ letter on Consumer Credit firms' handling of complaints

Focus purple
Complaints

Have firms underestimated the implications of the PS15 / 19 complaints rules implemented in June 2016?

H green big
Payments

PSD2 heralds further change for complaints handling

Path green
Complaints

FCA’s H2 2016 reporting data – “Not comparable to historic data”, but what does it tell us?

Path blue
Complaints

Regulatory Update: The FCA’s 2016 H2 complaints data

Connections purple
PPI

The final countdown for PPI – What challenges will firms face and how can they be mitigated?

Path blue
PPI

PS17 / 3 - Payment protection insurance complaints - Feedback on CP16 / 20 and final rules and guidance

Operational resilience
Complaints

Regulatory update: claims management regulation, cutting the costs for consumers – financial claims (MoJ consultation)

Focus blue
Complaints

The challenge of establishing complaints ROI

Path purple
Culture

Infographic: Robust complaints training and competence

Integrity green
Complaints

Infographic: The emergence of new technology in complaints

H green big
Non-Executive Directors

Video: digital - risks and rewards

H yellow big
Operational Excellence

Infographic: making quality assurance outcomes focused

Path blue

Infographic: embedding effective root cause analysis

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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