Operational Excellence Articles

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

Db pensions part 1
Pensions

Understanding the FCA’s new policy on DB pension transfers

Equation
Advice and suitability

Managing the payment deferral crossroads

Insurance future sicsic
General regulation

The future of General Insurance pricing

New year operational excellence
Operational Excellence

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

Utilities operational resilience
Operational Resilience

Utilities and the ‘cost vs risk’ dilemma – Shouldn’t the answer be obvious?

Complaints outlook questions 1
Complaints

Your complaints questions answered – part 1

Robust function
Operational Resilience

How financial services can regain its operational resilience

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

Getting back on track rail firms customer confidence
Operational Excellence

Getting back on track – how rail firms can recover and increase customer confidence

Dear CEO Insight 308 176
Operational Excellence

General insurance, pricing, and ever-increasing scrutiny

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

How do you stack up Blog 308 176
Complaints

How do you stack up? – Effective benchmarking of complaints performance

Value for money Blog 308 176
Customer Servicing

Do you really value your customers? – Asking the hard questions around ‘value for money’

CM Cs Insight 308 176
Complaints

Claims Management Companies – A rapidly changing landscape

Digital conduct 308 176
Operational Excellence

Digital conduct risk in an online world

Put customers at the heart 308 176
Operational Excellence

Customers at the core – how customer-centric is your business?

Three keys to outsourcing
Outsourcing

Three keys to a flexible outsourcing agreement

Integrity blue
Customer Servicing

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

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

Download

 

SIGN UP FOR REGULAR INSIGHT

Keeping up-to-date with the latest industry topics and regulatory issues can be quite time-consuming! 

Thankfully, our regulatory experts are here to help you stay on top of it all. Fill in the short form below to receive a monthly round-up of our insight, news and analysis.