Equation
Advice and suitability

Managing the payment deferral crossroads

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Vulnerable customers

Podcast: Affordability and responsible lending

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General regulation

Podcast: The FCA Business Plan 2020

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Complaints

FOS H2 2019 Complaints Data Analysis

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Complaints

FCA H2 2019 Complaints Data Analysis

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General regulation

Case Study: Undertaking a skilled person governance review for a leading Insurer

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Complaints

Case Study: Supporting the claims area of a major utilities company

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Complaints

Case Study: Delivering a complaint solution for a leading water industry client

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Complaints

Case Study: Clear a significant complaints backlog post acquisition

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Customer Servicing

Case Study: Contact centre for a high cost, short-term credit lender

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Customer Servicing

Case Study: Supporting a leading bank to manage a significant increase in complex customer queries

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Remediation

Case Study: Partnering with a UK leading insurance firm to deliver an end-to-end remediation operation

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Complaints

The regulator’s expectations of complaints handling during coronavirus

Future conduct risk
General regulation

The Future of Conduct Regulation

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Operational Excellence

Case Study: Increasing new business checking capacity

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Complaints

Case Study: Complaint handling support for a large UK financial services firm

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Complaints

Case Study: Outsourcing of BAU complaint handling for a consumer credit organisation

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Technology and Data

Cyber Security and the Board – Working with third party suppliers

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Financial Crime

Case Study: Supporting a global retail bank to clear a backlog of potential fraud cases

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Outsourcing

Case study: Delivering an urgent new helpline to support vulnerable residents

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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