EQ Views

Transforming Complaint Handling For Financial Services Organisations

Thursday, 13 June 2024

As an example of the extraordinary trust and confidence our clients place in us, EQ Customer Resolutions has deployed Europe’s largest complaint handling system for one of the UK's major retail banks, reaching 70,000 users.

Customer Engagement

Automating Complaints Handling for Financial Services Firms

Friday, 17 May 2024

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.

Customer Engagement

Practical Hints And Tips For Working With The FOS

Friday, 26 April 2024

At some point every Financial Services firm will see a complaint escalated to the Ombudsman and the most recent FOS report revealed a 50% year on year increase in complaint volumes.

Customer Engagement

Streamlining The Resolution Of EQ’s Customer Complaints Using Industry-leading In-house MMX Software

Thursday, 25 April 2024

EQ’s proprietary complaints resolution platform, MMX, is now being used inhouse by Equiniti. This continuous first-hand experience of our software will provide both short and long-term benefits including first-class complaint resolution, optimal user experience, and ongoing product development.

Business People Having A Discussion Over A Project TN

Customer Engagement

FCA Release Complaints Data For H2 2023

Thursday, 25 April 2024

We review the latest complaints data from the Financial Conduct Authority.

Customer Engagement

FCA Update For Motor Finance Firms On Financial Resources And Complaints Handling

Wednesday, 17 April 2024

We summarise the FCA's recent update for motor finance firms where they set out their financial and operational expectations as their investigation into discretionary commission arrangements continues.