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Searching Content indexed under Financial Services by Nicholas Kemp ordered by Published Date Descending.
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Root Cause Analysis (RCA) | Improving Complaint Categorisation
This is the first in a series of blogs in which I will share some of my thoughts about good complaint RCA practices observed in the course of our work across a wide range of firms.
UK
7 Nov 2017
2
Complaints Handling: Understanding Vulnerability
Defining vulnerability and ensuring staff understand and apply the definition has long presented a challenge to firms.
UK
8 Jan 2016
3
Complaint Handling | The Importance Of A Strategic Approach To Complaint Reduction
Complaint reduction should be a priority for every firm.
UK
8 Oct 2015
4
Complaints Handling | Implementing The Complete FCA Complaint Definition
Implementing the regulatory changes in Policy Statement 15/19 will make complaint volumes more transparent; giving the regulator, the public and the media greater awareness of the actual number of complaints received by a firm.
UK
28 Aug 2015
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