How to harness complaints to drive better customer outcomes
The introduction of the Consumer Duty has put increased pressure on wealth firms to [...]
Joining the vulnerabilities dots…
Customer vulnerabilities are a hot topic under Consumer Duty. The FCA wants better consumer [...]
Delivering the Consumer Support Outcome
.. One of the most striking elements of the Consumer Duty is [...]
Consumer Duty: Closed Products Shouldn’t Have to Compete
When the FCA initially announced that closed products would be given an extra year [...]
Vulnerability Campaign: Utilising tech and AI
Natasha Bridgewater Wealth Consultant [...]
Vulnerability Campaign: Customer-Centric Process Design
Well-known and hotly anticipated regulation changes this year saw the pre-existing Vulnerable Customer Guidance [...]
Transfers: Where do we go from here?
Listening in at the Big Picture conference recently and in some of our CX [...]
Transfers: Will Consumer Duty be the STAR of the show?
The transfer market has been a rapidly evolving space in the financial services industry [...]
Will Consumer Duty put restricted advice propositions under pressure?
How important is independence when seeking advice? When we look for advice, we are [...]