Consumer Credit 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?

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Customer Servicing

Evidencing good customer outcomes

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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?

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Customer Servicing

Consumer Duty - Day 2 Enhancements

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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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General regulation

Regulatory update: Buy Now Pay Later Offers – Feedback on CP 18 / 43 and Final Rules

FOS 2018 20 Insight V2 308 176
General regulation

Regulatory update: Financial Ombudsman Service Annual Review 2018 / 19

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General regulation

Regulatory Update: High-cost short-term credit lending data

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General regulation

Regulatory Update: FCA Sector Views 2019

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Vulnerable customers

Regulatory Update: FCA proposes price cap on rent-to-own firms

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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

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General regulation

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

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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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