Put customers at the heart 308 176
Operational Excellence

Customers at the core – how customer-centric is your business?

Integrity blue
Outsourcing

Switching providers – How outsourcing can help companies maintain a competitive edge

WHAT WE ARE COMPLAINING ABOUT
Complaints

What we are complaining about this year in financial services – FCA H1 2018 complaints data

H green small
General regulation

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

H blue big
PPI

Regulatory Update: PPI complaints deadline Progress Report

Cash machine yellow 308 176
Complaints

'We are currently experiencing technical difficulties' – How banks can prepare for tech complications

True value of outsourcing eye 308 176
Outsourcing

The full picture – Weighing up the true value of an outsourcing agreement

Standing still 308 176
Complaints

A penalty for loyalty? – Reactions to the citizens advice super-complaint

Focus purple
General regulation

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

Capacity planning 308 176
Outsourcing

The holiday period is coming – Capacity planning for winter surges

WIN THE WAR FOR TALENT
Recruitment

Leveraging SM&CR to win the war for talent

RESPONSIBL PAYDAY LENDING
Complaints

Responsible payday lending is critical for consumer protection

E money sector 2308 176
Financial Crime

Regulatory update: Money laundering and terrorist financing risks in the E-money sector

Path purple
Financial Crime

Distilling Data to Tackle Financial Crime

Path green
Pensions

Regulatory update: PS18 / 20: improving the quality of pension transfer advice

A SHAKE UP IN INSURANCE
General regulation

A shake-up in insurance – Implementing the Insurance Distribution Directive

DISPUTES IN THE OPEN BANKING ENVIRONMENT
Payments

Hardly an open and shut case – Disputes in the Open Banking environment

App Scams 2 320 167
Financial Crime

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

Integrity yellow
Complaints

High-cost, short-term credit affordability complaints: The ‘next PPI’?

Zein uk skill gap 308 176
Learning and Development

The UK Skills Gap and Lifelong Learning

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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