Utilities Articles

Q2 FY24 25 FOS complaints banner
Complaints

The Current State of FOS Complaints – Q2, FY 2024 / 2025

AR regime
Compliance monitoring

Key Insights from the FCA on Appointed Representatives

Banner Current state of complaints Q1 24
Complaints

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

Surge Flex Blog
Customer Servicing

Delivering for your customers with confidence, 365 days a year

Ofgem contact consumer standards
Customer Servicing

New Ofgem Consumer Standards

Build advocacy
Customer Servicing

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

Telecomms call
Customer Servicing

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

Fibre optic service
Customer Servicing

How telecommunication providers can stand out with high quality customer service

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

Managed resourcing solution yellow
Complaints

Our call handlers share their insight from the frontline

Prioritise fpoc
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

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Human touch utilities
Technology and Data

Automation in utilities – where’s the ‘human touch’ gone?

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.