Complaints Regulatory Updates

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Customer Servicing

The three R's of clear communication

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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

Guidance firms fair treatment vulnerable customers
Vulnerable customers

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

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Customer Servicing

Regulatory update: The FCA’s ‘Dear CEO’ letter to Claims Management Companies

FOS 2018 20 Insight V2 308 176
General regulation

Regulatory update: Financial Ombudsman Service Annual Review 2018 / 19

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PPI

Regulatory Update: Final guidance on regular premium PPI complaints

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Complaints

Regulatory Update: Claims Management Regulator - Annual Report 2017 to 2018

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PPI

Regulatory update: Guidance on Regular Premium PPI Complaints and Recurring Non-Disclosure of Commission (CP18 / 18)

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Complaints

Regulatory update: CP18 / 16 Authorised Push Payment Fraud – Extending the Jurisdiction of the FOS

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General regulation

Regulatory update: FCA sets out plans for regulation of claims management companies (CP18 / 15)

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General regulation

Regulatory update: FOS annual review 2017 / 18 and future funding

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Complaints

Regulatory update: Feedback to DP15 / 7 - SMEs as users of financial services (CP18 / 3)

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General regulation

Regulatory update: FCA ‘Dear CEO’ letter on Consumer Credit firms' handling of complaints

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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