Customer Servicing Articles

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Compliance monitoring

Navigating the Regulatory Environment for BNPL Firms

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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​

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Customer Servicing

Delivering for your customers with confidence, 365 days a year

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Consumer Duty

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

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Complaints

Regulatory Update: Cp24-15 – Extending Temporary Changes To Complaint Handling Rules For Motor Finance Complaints

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Compliance monitoring

Ongoing Advice Services

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Remediation

Motor Finance – Planning Ahead

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Customer Servicing

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

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Motor finance – some practical challenges

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Customer Servicing

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

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Customer Servicing

New Ofgem Consumer Standards

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Customer Servicing

Can the utilities sector rebuild customers’ trust and loyalty to deliver sustained business success?

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Customer Servicing

Telecoms firms - don’t sleep on the competitive advantage afforded by elite customer service

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Customer Servicing

Why is it so important to get section 75 right?

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Customer Servicing

How telecommunication providers can stand out with high quality customer service

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Customer Servicing

The SOLRs are here to stay

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Customer Servicing

The debt collection challenge: why an empathetic approach is key

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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