EQ Views - Equiniti

Five Reasons Why Complaints Management Is A Boardroom Issue

Customer Engagement

5 Reasons Why Complaints Management Is A Boardroom Issue

Thursday, 25 January 2024

We examine how visibility of complaints and feedback at Board level can support business with both regulatory and ESG responsibilities.

Customer Engagement

Rail Operations: Leveraging Technology For Enhanced Complaint Management And ORR Regulatory Reporting

Friday, 12 January 2024

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).

Customer Engagement

FCA Extends The 8-week Deadline To Investigate Complaints About Motor Finance Discretionary Commissions

Thursday, 11 January 2024

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.

Customer Engagement

Key Trends In The FCA’s Complaints Data Reveal The Work To Be Done By Firms Under The Consumer Duty

Thursday, 14 December 2023

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.

Customer Engagement

Delivering A Global Solution To Benefit Local Consumers

Friday, 8 December 2023

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.

Customer Engagement

The next steps following the Potter v Canada Square verdict on PPI commission claims

Monday, 20 November 2023

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.