Blog
Our blog is where we share practical advice, useful insights and regulatory updates on consumer vulnerability, Consumer Duty and creating more inclusive services.
Do You Communicate Effectively?
We speak, listen, question and write every day and, with the right techniques, these skills...
17
Jul
Jul
Exploring the Value of Compassion
One of the underpinning messages that I promote is the importance of compassion. We never...
13
Jun
Jun
Be Aware of Economic Abuse
In April, the Government published two documents that aim to address the issue of economic...
16
May
May
How Does Stress Affect Customer Service?
April is stress awareness month, so I want to bring your attention to the impact...
14
Apr
Apr
How Can We Encourage Digital Engagement?
Digital skills have become an essential requirement for negotiating modern life. We are increasingly directed...
14
Mar
Mar
Improved Services for Vulnerable Customers
In this article, I want to champion some of the fantastic solutions that organisations have...
10
Feb
Feb
Respectful Words
Words are essential to communication. They can unite and empower or divide and discriminate. The...
01
Feb
Feb
World Braille Day
4th January is World Braille Day, and it commemorates the birth of Louis Braille. As...
04
Jan
Jan
