EQ Views

Gambling Firms Should Turn Regulation Into An Opportunity

Friday, 12 May 2023

The Government’s proposed gambling reforms have prompted big headlines about the financial cost to the industry. But as customer care grows increasingly critical to brand value, does tighter regulation offer opportunities for forward-thinking firms?

Customer Engagement

FCA Releases Latest Complaints Data

Friday, 28 April 2023

As the FCA releases its latest complaints data, we look at how this can help firms ahead of the Consumer Duty.

Customer Engagement

Next Generation Complaint Management – The rise of AI (ChatGPT) and Automation Tools

Tuesday, 25 April 2023

The key to a successful complaint management strategy is having a process and dedicated complaints management system that lends itself to ease-of-use, accessibility, and timely communications. See how AI (ChatGPT) and Automation tools are part of the solution.

Exclusive Trend Analysis Reveals Need For Quality Over Quantity In Financial Services Firmsôçö Complaint Handling 800X600

Customer Engagement

Motor Finance And Consumer Duty – Three Key Areas Of Focus

Tuesday, 25 April 2023

EQ reviews the FCA's three key areas for motor finance firms to focus on when implementing the Consumer Duty.

Customer Engagement

Complaints Persist As Consumer Duty Looms

Wednesday, 22 February 2023

With the deadline for Consumer Duty compliance less than six months way, and expectations increase for financial services firms to put customers’ needs first, we review the latest FCA commentary on complaints data.

Customer Engagement

Gaming And Betting Industry Told To Work Harder On Vulnerability Data

Thursday, 9 February 2023

We preview the Government’s long-delayed white paper on gaming and betting reforms, and what this means for how operators gather, analyse and manage customer data.