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

Huntswood h green
Complaints

Complaints Outlook 2021 Launch Event - Panel session

Complaints outlook 2021 journey
Complaints

Research report: Complaints Outlook 2021

Bridge support
Vulnerable customers

FCA review into unsecured credit: what can we expect?

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Insurance pricing practices
Fair pricing

Regulatory update: MS18/1.3 - The FCA’s General Insurance Pricing Practices Final Report

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

Affordability responsible lending blog
Vulnerable customers

Responsible lending - navigating through uncertainty

Affordability responsible lending
Vulnerable customers

White paper: Affordability - Responsible lending in consumer finance

Equation
Advice and suitability

Managing the payment deferral crossroads

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Vulnerable customers

Podcast: Affordability and responsible lending

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Complaints

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

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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

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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

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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