Do you read the T & C's?

Insurance renewals, loan applications and even entering a promotional competition, there is always a box to tick to confirm that you’ve...

What does the Sunflower Lanyard Mean to you?

You may have seen someone wearing a sunflower lanyard, but what does it mean? The green and yellow sunflower lanyard is a discrete, yet...

Using Complaints to Inform Inclusivity

Complaint handling is not simply about resolving issues, also gathering data and information that can improve customer experience and...

Challenging Poverty

The pandemic placed us all in a position of uncertainty and insecurity. Access to services, activities and social gatherings were...

Access to Cash

According to Financial Conduct Authority (FCA) research, 1 in 6 adults found it harder to make payments during the pandemic. This was due...

Leadership and a Culture of Care

In my experience, initiatives relating to the fair treatment of vulnerable customers are often targeted at customer service teams....

Is There A Better Word?

What does the word vulnerability mean to you? For many people, it implies weakness, dependency, and fragility. Historically, it may have...

Can Inclusivity Unlock Spending Potential?

Does your business strategy focus on gaining a competitive edge and increasing sales? If so, I have the solution!

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