EQ Views
FCA Complaints Data Trends And the Role Of Root Cause Analysis
Thursday, 15 June 2023The latest FCA data indicates that many firms are firefighting rather than maximising root cause analysis to reduce complaints. We look at how companies can turn this around and put their data to work.
Read More
Understanding And Adapting To Customer Vulnerabilities
Tuesday, 6 June 2023Learnings for the Extra Support Club Discussion Group, EQ reviews how regulated companies are acting decisively to support the increasingly complex needs of their vulnerable customers during the cost-of-living crisis.
Read More
Gambling Firms Should Turn Regulation Into An Opportunity
Friday, 12 May 2023The 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?
Read More
FCA Releases Latest Complaints Data
Friday, 28 April 2023As the FCA releases its latest complaints data, we look at how this can help firms ahead of the Consumer Duty.
Read More
Next Generation Complaint Management – The rise of AI (ChatGPT) and Automation Tools
Tuesday, 25 April 2023The 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.
Read More
Motor Finance And Consumer Duty – Three Key Areas Of Focus
Tuesday, 25 April 2023EQ reviews the FCA's three key areas for motor finance firms to focus on when implementing the Consumer Duty.
Read More