Growth purple
General regulation

Vertical integration – whose interests does it serve?

Focus blue
Non-Executive Directors

Infographic: What impact is regulation having on the boardroom?

Focus blue
Customer Servicing

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

Connection blue
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)

Growth green
Financial Crime

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

Connections purple
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

H blue small
Vulnerable customers

White Paper: Customers in vulnerable circumstances

H purple big
Vulnerable customers

Customer Vulnerability in the Energy Market

Path blue
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

H green small
Advice and suitability

Credit card affordability and responsible lending

Path blue
PPI

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

Connection green
Pensions

Regulatory update: FCA work around pensions and retirement income

H purple small
Advice and suitability

Regulatory update: MS14 / 6.3 Credit Card Market Study

H blue small
Non-Executive Directors

Choosing the right firm - the seven-point checklist for non-executive directors

Integrity purple
Senior Managers and Certification Regime

Research Paper: Regulation in the boardroom

Path green
General regulation

Regulatory update: TR16 / 6 – principals and their appointed representatives in the general insurance sector

Connection blue
Non-Executive Directors

Non-executives - what actions are you taking on the issues you haven’t yet identified?

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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