Banks and Building Societies Articles

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Compliance monitoring

Key Insights from the FCA on Appointed Representatives

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Complaints

The Current State of FOS Complaints - Q1, FY 2024 / 2025

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Consumer Duty

Consumer Duty in insurance: What an in-depth review of the sector reveals about firm performance

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Consumer Duty

Consumer duty one year on: reframing the role of customer outcomes and demonstrating fair value​

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Consumer duty culture
Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

DSA Rs manage volume capacity plan
Customer Servicing

Navigating the rising tide of data subject access requests: challenges and solutions

Payment
Customer Servicing

Why is it so important to get section 75 right?

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Complaints

Our call handlers share their insight from the frontline

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Complaints

Prioritising First Point of Contact when dealing with complaints

Listen to complaints
Complaints

Turn complaints into opportunities

Closed complaints
Complaints

Why firms should be breaking down the barriers in complaints

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

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

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Complaints

The regulator’s expectations of complaints handling during coronavirus

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General regulation

The Future of Conduct Regulation

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Technology and Data

Cyber Security and the Board – Working with third party suppliers

Cyber threats 2020
Technology and Data

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

New year operational excellence
Operational Excellence

5 New Year’s resolutions to help you achieve operational excellence in 2020

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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