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This report explores the integration of technology into complaint handling procedures, focusing on meeting the stringent requirements set forth by the Office of Rail and Road (ORR).
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The FCA has announced it has decided to pause the 8-week deadline for motor finance firms as part of its ongoing investigation into discretionary commission complaints. We summarise this new development, and what firms can expect moving forward as the FCA and FOS continue to work through this complex issue.
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With the H1 2023 FCA complaints data the last batch to be submitted before the Consumer Duty came into force in the summer, this will be the benchmark by which firms are judged when making improvements moving forward.
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Our client, an international retail bank, is deploying the MMX Enterprise Complaints Management platform in over 26 countries to create a global system that delivers locally tailored customer care.
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With the news that Potter has won their case against Canada Square in the Supreme Court, EQ looks at what actions financial services firms can take to get ahead over the coming weeks and months.
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Discover how EQ supported a major water company to monitor and improve customer satisfaction using our complaints and feedback management technology.
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