Blog
Our blog is where we share practical advice, useful insights and regulatory updates on consumer vulnerability, Consumer Duty and creating more inclusive services.
What Can We Learn from the FCA Financial Lives Survey?
The latest findings of consumer attitudes and experiences in dealing with financial institutions are published....
10
Jun
Jun
Inside the Making of the Vulnerable Customer Compliance Pathway
In this Q&A, Vulnerability Consultant Jenna Birchall shares how the Vulnerable Customer Compliance Pathway came...
04
Jun
Jun
Why Don’t Bereaved Customers Complain?
The FCA suggests that there is scope for firms to improve services following a death...
30
Apr
Apr
Changes to Communications to Aid Understanding
Supporting consumer understanding has been identified as an area for improvement in the latest FCA...
11
Apr
Apr
Case Study: Wessex Water
Wessex Water supplies water and sewerage services to 2.9 million customers across Dorset, Somerset, Bristol...
04
Apr
Apr
Northern Ireland Utilities Redefine Vulnerability
As a Titanic fan, I find Belfast a fascinating city and I’m delighted to return...
17
Feb
Feb
What Help Is There For SMEs Facing Financial Difficulties?
Rising costs have increased the number of customers who can’t pay for essential services. They...
14
Feb
Feb
Key Points from Beyond the Conversation: Bereavement and Terminal Illness
Our first Beyond the Conversation panel discussion was hosted on Monday 10 February. Helen was...
12
Feb
Feb
Improve the Performance of Customer Service Teams
Your frontline customer service teams are the primary point of contact between your business and...
06
Jan
Jan
