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General regulation

Insurance Sector update - Autumn 2024

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Remediation

The FCA’s consultation on extending the motor finance commission complaints deadline

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Complaints

Complaints Outlook 2024: A New Era in Customer Experience and Operational Excellence

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Compliance monitoring

Tackling Pension Transfer Delays: A Call to Action

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Compliance monitoring

Navigating the Regulatory Environment for BNPL Firms

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Key Insights from the FCA on Appointed Representatives

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Complaints

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

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Consumer Duty

Consumer Duty in insurance: What an in-depth review of the sector reveals about firm performance

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Consumer Duty

Consumer duty one year on: reframing the role of customer outcomes and demonstrating fair value​

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Customer Servicing

Delivering for your customers with confidence, 365 days a year

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Consumer Duty

Consumer Duty one year on: the imperative of creating the right culture

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Customer Servicing

Case study: Supporting a UK energy supplier's journey to a new complaints approach

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Complaints

Regulatory Update: Cp24-15 – Extending Temporary Changes To Complaint Handling Rules For Motor Finance Complaints

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Customer Servicing

Case study: High-performing contact centre

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Customer Servicing

Case study: A flexible solution for a leading footwear company

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Customer Servicing

Case study: A flexible solution for a leading insurance firm

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Ongoing Advice Services

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Remediation

Motor Finance – Planning Ahead

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Customer Servicing

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

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Customer Servicing

The three R's of clear communication

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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