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The Journal: Financial Services

Insight and commentary based on 28 years experience in the gritty reality of doing.

What is avoidable contact and how do you implement it correctly?

24 Jan 2018

Posted In Engage & Improve, Financial services, Utilities, Customer Service, Water, Contact Centres

In a previous blog, we looked at the subject of ‘first contact resolution’ in contact centres. In this blog, we are looking at whether ‘contact’ is always the best option for a transaction, and..
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Your next complaint is an advocate in waiting...

28 Feb 2017

Posted In 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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Packaged bank account complaints jump 100%

22 Jun 2016

Posted In 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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Successful claims on home contents cover have fallen 6% in a year

21 Jun 2016

Posted In Financial services

One in five home insurance claims are rejected because homeowners have bought the wrong cover.
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7 considerations when transforming customer complaint resolution

10 May 2016

Posted In 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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'Which?' Report: Best banks for customer satisfaction

01 Mar 2016

Posted In 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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FCA rule change: handling customer complaints

03 Feb 2016

Posted In 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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Customer complaints: the lost opportunity for financial services providers

02 Dec 2015

Posted In 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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Changing your organisation's culture

30 Jul 2015

Posted In 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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Improving banking conduct, culture and customer service

19 Jun 2015

Posted In 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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