News and Insights
A duty of care: how telecoms need to cater for their vulnerable customers
Tue 10 Dec 2019Text, social media, messenger apps, mobile, chatbots, the Internet, the landline… we’ve never had so many options when it comes to communication.
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How ‘Fairness for Customers’ will reshape the telecoms sector
Thu 19 Sep 2019The UK telecoms regulator, Ofcom, is in the process of building out its ‘Fairness for Customers’ (FfC) initiative across the broadband, telephone and the pay TV sectors.
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Equiniti Charter 2019 User Group
Wed 18 Sep 2019Designed by our customers, for our customers
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Riding the Retail Rollercoaster
Thu 31 Jan 2019Christmas and New Year are a rollercoaster for retailers. On the one hand, the shopping frenzy of Black Friday and the weeks leading up to Christmas provide a bonanza of sales but on the other New Year will inevitably lead to product returns and complaints.
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Making Rail More Responsive
Wed 21 Nov 2018With compensation claims accelerating, we review the changing landscape for rail companies and how they can better manage their customer and claims management processes.
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The Wrath of the Regulator: Complaint Costs and Consequences
Wed 03 Oct 2018Customer complaints can be costly, both financially and to a business’s reputation. In 2017, the FCA issued fines totalling almost £230 million, as well as naming and shaming those concerned for breaching market regulations, with some of the biggest fines levied against providers for financial crime and a failure to comply with the core business principles (PRIN).
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