Operational Excellence Articles

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Remediation

The FCA’s consultation on extending the motor finance commission complaints deadline

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Compliance monitoring

Tackling Pension Transfer Delays: A Call to Action

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

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

Motor finance dca
Complaints

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

Ongoing advice charges
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

Motor
Complaints

Motor finance – some practical challenges

DSA Rs manage volume capacity plan
Customer Servicing

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

Ofgem contact consumer standards
Customer Servicing

New Ofgem Consumer Standards

Focus green
Customer Servicing

The SOLRs are here to stay

Utilities empathetic
Customer Servicing

The debt collection challenge: why an empathetic approach is key

Energy price cap increase
Customer Servicing

Energy price cap increase: An opportunity to build stronger customer relationships

Prioritise fpoc
Complaints

Prioritising First Point of Contact when dealing with complaints

Listen to complaints
Complaints

Turn complaints into opportunities

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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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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