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We summarise the latest complaints data from the FCA, highlighting trends in complaints handling volumes and performance from January-June 2024.
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Here, EQ looks at the challenges such staff are currently facing, and how to build stronger communication and engagement between consumers, front-line staff, and the wider business.
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As the use of Buy-Now-Pay-Later (BNPL) options increases, the way these companies engage with consumers is becoming a key talking point for both customer champions and regulators.
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How signs of vulnerability may typically present themselves and the ways organisations can address them, in their day-to-day dealings with customers.
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Read our complaints data experts deep dive analysis of the FCA's complaints data, highlighting the key areas for financial services firms to work on to improve performance in line with Consumer Duty.
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In our best practice guide we highlight how automation, as part of the complaints management process, can support frontline customer service teams to continue delivering exceptional customer outcomes.
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