EQ Views

Handling Volume Spikes: Scaling BNPL Customer Operations Safely

BNPL regulation is set to drive a surge in customer demand, complexity, and risk from July 2026, putting unprecedented pressure on customer operations. Here, EQ Customer Resolutions explore how firms can scale safely, maintain control, and protect outcomes through flexible, specialist resourcing.

How Insight Led Complaint Handling Makes The Difference

Preparing for FCA Buy Now Pay Later Regulation

With the FCA confirming the package of regulations that BNPL firms need to adhere to, we review what steps they need to take now to be fully compliant by the FCA's deadline. 

FCA Releases Motor Finance Redress Scheme Update

As the FCA publishes an update regarding the proposed consumer redress scheme for motor finance lenders, EQ Customer Resolutions share our initial thoughts on the revised approach and the potential impacts for operationalising the scheme.

Operationalising Stage 4 Of The FCA’s Proposed Motor Finance Consumer Redress Scheme

In the last in our series on operationalising the FCA's Motor Finance Compensation Scheme, we review Stage 4 - Communicating redress outcomes and also look at how firms can manage the whole timeline. 

Operationalising Stage 3 Of The FCA’s Proposed Motor Finance Consumer Redress Scheme Calculation of Redress

In our series on operationalising the FCA's Motor Finance Compensation Scheme, we review the different methodologies set out for Stage 3 - Calculation of Redress.