whatsahead

Stand back because a touch paper has been lit…Things we all need to take away from the latest guidance from the FCA – even if you don’t work in the mortgage industry Nothing can so quickly reduce a blog’s reading numbers to zero, quite like starting with the catchy line about reading FCA guidance, especially …

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Forearmed

Sarah’s done with talking, because it’s time to pull on our collective big pants and deal with what’s coming We’ve both been saying it for a while now, but we’ve been nervously looking at the horizon watching everything coming together for the perfect storm, or shit show as I like to say. While we don’t …

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complaints process

Building a robust complaints handling process boils down to one thing – communication I’ve recently had cause to complain, not once but twice. It takes a lot for me to want to complain, because let’s face it, none of us enjoy a Busman’s holiday, but I’d reached the end of my tether with both my …

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Healthy Culture

Healthy culture…it’s not all smoothies and lunges In my video yesterday I talked about what we mean when we refer to a ‘healthy culture’ in complaints. If you’ve not had chance to see it yet, here’s a quick run-down for you. It means everything. And I mean everything. From how easy it is for customers …

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The value of money

Distress and Inconvenience – how do you put a value on money? It’s all down to the impact When it comes to distress and inconvenience payments, nailing it isn’t always as easy as we’d like it to be. But why isn’t it?! – I hear you shout at the screen while you read this. If …

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Awards

Mapping out DISP – what is says and doesn’t say about awards…let’s start with what it does say We’re back talking about awards again this month, because we know from speaking to businesses that awards, particularly Distress and Inconvenience, still leave people feeling a bit lost. And with that in mind, it feels timely to …

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Mental Health

What’s the big deal about mental health anyway? What’s that got to do with complaints? Lots! There’s no denying that not only are we facing the issues surrounding the virus and the huge impact on what we consider to be ‘normal’ life, but we’re now facing the prospect of an ongoing impact on mental health, …

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