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What happens if complaints timeframes are cut in half?

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Right now, in late November 2021, if you lodge a complaint with a Financial Services business, they have 8 weeks to resolve it before you are entitled to escalate to the Financial Ombudsman Service. The 8-week time frame dates back to the creation of ombudsman services in the UK, and it was originally intended to…

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Vulnerable Customers: Post-Pandemic Pressure

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At the end of June 2021, national debt in the UK reached £2.2 trillion – the highest debt-to-GDP ratio (102.5%) that the country has seen since 1961. Amongst individual consumers, FCA statistics suggest that roughly 20 million people have seen their financial situation worsen across that same time period, with 9.9 million seeing an increase in…

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Complaints & Collections - The Outsourced Solution

Complaints & Collections: The Outsourced Solution

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The Rising Tide Recent news reports have confirmed that a trend I have seen in the businesses that I am in discussions with, is being replicated across the wider Financial Services and Banking industry; in that, there is currently a huge drive to invest in collections and complaints resources. Why now? It is all to…

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Header - Case Study - KYC - Mortgages

KYC – Mortgages : Case Study

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In our Case Study series, we walk you through a recent project Kind Consultancy has worked on to give you an overview of just some of the tailored methods we have employed to make sure we deliver exactly what our clients’ need. This week, we take a look at a Mortgage client who had a…

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Bounce Back Loans: The First Big Fraud Story of 2021

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At the start of a new year, there are always articles and columns about the coming twelve months in Governance, Risk and Compliance, mixing educated guesses about the future with analysis of emerging issues. We never really know what a new year will bring, but one big talking point in fraud this year has made…

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Operational Resilience 2021

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Last week, I hosted Virtual Roundtable discussing Operational Resilience, where we discussed what are the big issues in the Operational Resilience landscape right now and how are people across the Financial Services industry facing them? Unavoidably, many of the biggest Operational Resilience issues that the sector is currently facing stem from the Covid-19 pandemic. When the first national lockdown…

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