EQ Views

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

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.

Customer Engagement

Betting and Gaming Sector: Prioritising Customer Well-Being Through Effective Complaints Management

Thursday, 9 November 2023

We look at 10 ways in which gambling firms can use complaints data to meet regulatory obligations, allow them to prioritise customer well-being, and take steps to mitigate the potential negative impacts of their services.

Customer Engagement

The Road to Sustainable Growth: Why Fast-Growing FinTech Companies Must Prioritise Complaints Management

Monday, 6 November 2023

FinTechs are transforming the way we handle finances, offering speed, convenience, and access to services like never before. However, managing customer service and complaints remains key and here, we explore why fast-growing FinTech companies should take complaints seriously.

Customer Engagement

FCA Reveals That Financial Services Complaints Are On The Rise Again

Wednesday, 25 October 2023

EQ reviews the main talking points from the newly released complaints data from the FCA. With the Consumer Duty now rolled out, the regulator will be looking for improvement in this key area of customer service.

Customer Engagement

Integrating Your Complaints Management System for Maximum Benefits

Thursday, 19 October 2023

Integration of a specialist complaints system was one of the top three priorities in a recent survey carried out by EQ. Recognising the challenge this presents for companies, we set out the benefits of such integration and how using specialist complaints systems can work more effectively alongside existing systems.