EQ Views
5 Reasons Why Complaints Management Is A Boardroom Issue
Thursday, 25 January 2024We examine how visibility of complaints and feedback at Board level can support business with both regulatory and ESG responsibilities.
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Rail Operations: Leveraging Technology For Enhanced Complaint Management And ORR Regulatory Reporting
Friday, 12 January 2024This report explores the integration of technology into complaint handling procedures, focusing on meeting the stringent requirements set forth by the Office of Rail and Road (ORR).
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FCA Extends The 8-week Deadline To Investigate Complaints About Motor Finance Discretionary Commissions
Thursday, 11 January 2024The FCA has announced it has decided to pause the 8-week deadline for motor finance firms as part of its ongoing investigation into discretionary commission complaints. We summarise this new development, and what firms can expect moving forward as the FCA and FOS continue to work through this complex issue.
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Key Trends In The FCA’s Complaints Data Reveal The Work To Be Done By Firms Under The Consumer Duty
Thursday, 14 December 2023With the H1 2023 FCA complaints data the last batch to be submitted before the Consumer Duty came into force in the summer, this will be the benchmark by which firms are judged when making improvements moving forward.
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The next steps following the Potter v Canada Square verdict on PPI commission claims
Monday, 20 November 2023With the news that Potter has won their case against Canada Square in the Supreme Court, EQ looks at what actions financial services firms can take to get ahead over the coming weeks and months.
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Betting and Gaming Sector: Prioritising Customer Well-Being Through Effective Complaints Management
Thursday, 9 November 2023We look at 10 ways in which gambling firms can use complaints data to meet regulatory obligations, allow them to prioritise customer well-being, and take steps to mitigate the potential negative impacts of their services.
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