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Advice and suitability

Long-standing customers – preparing for the FCA’s final guidance

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General regulation

The ghost of M&A Past?

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General regulation

Regulatory update: Occasional Paper 22 – price discrimination and cross-subsidy in financial services

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Vulnerable customers

Video: How is your firm responding to the Credit Card Market Study?

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General regulation

Vertical integration – whose interests does it serve?

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Non-Executive Directors

Infographic: What impact is regulation having on the boardroom?

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Customer Servicing

Customer outcomes are just as important as satisfaction in the utilities market

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Financial Crime

Regulatory update: PS16 / 19 – REP-CRIM financial crime reporting (feedback on chapter 6 of CP15 / 42)

Operational resilience
Complaints

Regulatory update: claims management regulation, cutting the costs for consumers – financial claims (MoJ consultation)

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Financial Crime

Insurance fraud and an industry’s path to greater consumer trust

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Advice and suitability

Regulatory update: PS16/21 – Increasing transparency and engagement at renewal in general insurance

Focus blue
Complaints

The challenge of establishing complaints ROI

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Vulnerable customers

White Paper: Customers in vulnerable circumstances

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Vulnerable customers

Customer Vulnerability in the Energy Market

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Advice and suitability

The CMA's ‘Making banks work harder for you’ - how can challengers garner the advocacy on offer?

Path purple
Culture

Infographic: Robust complaints training and competence

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Advice and suitability

Credit card affordability and responsible lending

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PPI

Regulatory update: CP16 / 20 - rules and guidance on payment protection insurance complaints

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Pensions

Regulatory update: FCA work around pensions and retirement income

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Advice and suitability

Regulatory update: MS14 / 6.3 Credit Card Market Study

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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