Banks and Building Societies Regulatory Updates

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Customer Servicing

The three R's of clear communication

Complaints excellence yellow
Customer Servicing

What is customer outcome testing and why is it important?

Consumer duty evidencing
Customer Servicing

Evidencing good customer outcomes

Consumer duty customer lens
Customer Servicing

Consumer Duty requirements – the customer journey lens

Operational resilience and continuity
Customer Servicing

Are you planning for your Annual Consumer Duty Board Report?

Customer onboarding
Customer Servicing

Consumer Duty - Day 2 Enhancements

Ombudsman journey
Complaints

Regulatory Update: FOS 2020 / 2021 plans, budget and future strategy

FOS complaints data H1 2019
Complaints

Regulatory update: FOS complaints data H1 2019

Progress on official receiver ppi claims
PPI

Regulatory update: Progress on Official Receiver PPI claims

Reg update pension transfer advice contingent charging
Pensions

Regulatory update: CP19 / 25 – Pension transfer advice: contingent charging and other proposed changes

Guidance firms fair treatment vulnerable customers
Vulnerable customers

Regulatory update: Guidance for firms on the fair treatment of vulnerable customers

Digital identity 308 176
Financial Crime

Regulatory update: PAS 499

Overdraft Insight 308 176
General regulation

Regulatory Update: FCA overdraft reforms

FOS 2018 20 Insight V2 308 176
General regulation

Regulatory update: Financial Ombudsman Service Annual Review 2018 / 19

Fca sector views 2019 308 176
General regulation

Regulatory Update: FCA Sector Views 2019

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PPI

Regulatory Update: Final guidance on regular premium PPI complaints

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General regulation

Regulatory Update: General Insurance market study launch and Fair Pricing Discussion Paper

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PPI

Regulatory Update: PPI complaints deadline Progress Report

Focus purple
General regulation

Regulatory Update: GC18 / 4 SMCR – Proposed guidance on statements of responsibilities for FCA firms

App Scams 2 320 167
Financial Crime

Regulatory update: APP Scams Steering Group – Draft Contingent Reimbursement Model Code

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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