EQ Views

The Road to Sustainable Growth: Why Fast-Growing FinTech Companies Must Prioritise Complaints Management

Monday, 6 November 2023

FinTechs are transforming the way we handle finances, offering speed, convenience, and access to services like never before. However, managing customer service and complaints remains key and here, we explore why fast-growing FinTech companies should take complaints seriously.

Customer Engagement

FCA Reveals That Financial Services Complaints Are On The Rise Again

Wednesday, 25 October 2023

EQ reviews the main talking points from the newly released complaints data from the FCA. With the Consumer Duty now rolled out, the regulator will be looking for improvement in this key area of customer service.

Customer Engagement

Integrating Your Complaints Management System for Maximum Benefits

Thursday, 19 October 2023

Integration of a specialist complaints system was one of the top three priorities in a recent survey carried out by EQ. Recognising the challenge this presents for companies, we set out the benefits of such integration and how using specialist complaints systems can work more effectively alongside existing systems.

Customer Engagement

Utilising Complaints Management: A Strategic Pathway for Savings in the Rail Industry

Tuesday, 5 September 2023

We demonstrate the pivotal role of specialised complaints management systems in driving efficient complaint resolution processes and explore ways through which effective complaints management, translates into substantial long-term cost savings.

Equiniti Higher Education Complaints & Feedback Management Landscape

Customer Engagement

Transforming the Higher Education Complaints & Feedback Management Landscape

Friday, 25 August 2023

The increasing number of complaints within the higher education sector has raised concerns about the overall quality of education and student experiences. EQ reviews how the introduction of a specialised complaints management system holds significant promise in addressing this issue.

Customer Engagement

The Role A Specialised Complaints Management System Can Play Under The New Consumer Duty

Monday, 21 August 2023

The Consumer Duty adds an extra layer of responsibility to ensure fair treatment and transparency when dealing with consumers. EQ explores how using technology can help firms to effectively navigate these new regulatory requirements, while simultaneously enhancing customer satisfaction.