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Engage & Improve,
Financial services
I was privileged to have been a judge at the first ever Awards International 'UK Complaint Handling Awards', which took place on 23rd February, and I must say I was extremely impressed with the..
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Financial services
Complaints about "packaged bank accounts" - that charge a monthly fee for “added benefits” such as travel insurance and breakdown cover – have more than doubled in the past year. Between March 2015..
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Financial services
The findings published in the recent ‘Which?’ report on the best banks for customer service, as well as the imminent FCA rule changes regarding the reporting of customer complaints, make it clear..
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Financial services
A recent publication by Which? ranks the best retail banks in the UK for customer satisfaction. Based on customer satisfaction scores from 20,000 bank customers, the report demonstrates the..
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Financial services
This June the Financial Conduct Authority’s new rule changes on customer complaint handling (FCA Policy Statement PS15/19) come into force. As a result of the FCA rule change, Financial Services..
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Financial services
Customers view the manner in which firms respond to complaints or queries as a key moment of truth in how they are valued by their financial services provider. However, complaints handling can still..
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Financial services
The need for cultural change in banking is now commonly accepted. However it is apparent, from our work in and outside of financial services, that many organisations still do not fully understand..
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Financial services
Yesterday saw the British Bankers’ Association hold its annual Retail Banking conference. The focus of the conference was the work that is still to be done on improving banking conduct, culture and..
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