EQ Views

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.

88448EQG EQ Views Prepayment Meters 400X300

Customer Engagement

Prepayment Meters Under Scrutiny By Regulator And Government

Tuesday, 24 January 2023

As the use of prepayment meters comes under scrutiny, we look at whether they are responsible. In this article, we discuss the situation and consider the focus areas for development.

Customer Engagement

A Winning Approach To Consumer Duty

Tuesday, 17 January 2023

With the compliance deadline for Consumer Duty a little over six months away EQ explores some of the key issues that financial services firms should be working on right now – and why embracing the process will give you a competitive edge.

Customer Resolution Motor Finance Complaints

Customer Engagement

The Increasingly Complex World Of Motor Finance Complaints

Wednesday, 7 December 2022

As complaints in the motor finance sector increase in number and complexity, EQ looks at the challenges the sector faces in keeping their customers happy, and their businesses profitable.

Customer Engagement

Easing The Pressure On Mortgage Lenders

Monday, 5 December 2022

EQ explores the rising tide of financial vulnerability in the mortgage market and the many challenges facing lenders in this climate. We also review the support available to them as they manage increasing numbers of complex customer situations.