Vulnerable customers Articles

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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

Bridge support
Vulnerable customers

FCA review into unsecured credit: what can we expect?

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

Affordability responsible lending blog
Vulnerable customers

Responsible lending - navigating through uncertainty

Equation
Advice and suitability

Managing the payment deferral crossroads

Integrity green
Complaints

The regulator’s expectations of complaints handling during coronavirus

Future conduct risk
General regulation

The Future of Conduct Regulation

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General regulation

The future of General Insurance pricing

Utilities operational resilience
Operational Resilience

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

Blog ofgem challenges businesses to do more for vulnerable customers
Vulnerable customers

Ofgem challenges businesses to do more for vulnerable customers

Emotional intelligence in complaints
Complaints

‘Emotional Intelligence’ and why it’s vital for your complaints team

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Benifits Blog 308 176
Advice and suitability

Defined Benefit Transfer advice – Where is the market heading?

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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