Driving fair customer outcomes

Our mission is to drive fair customer outcomes within financial services through independent oversight.

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Latest News

Improving the odds of a good outcome: tier restrictions and problem gambling

How can financial service firms identify the early signs of problem gambling in order to support customers? As the tier system returns, now is the time to act to protect customers who are most at risk. Find out more about problem gambling and how you can protect customers here.

Why banks must be the future of funding and more for SMEs

The looming threat of a no-deal Brexit, coupled with a second national lockdown, promises a difficult winter for SMEs on top of what has already been a challenging year. Emma Lovell, Chief Executive of the LSB, explores why current uncertainty in the public sector is driving the private sector to step up and meet the needs of its SME business customers.

The meaning of life experience

Does the life experience of customer contact agents have an impact on the service customers receive? Our new research explores the impact of life experience on customer outcomes, highlighting the importance and risks of applying personal life experience to your customer service to enhance company culture and improve customer outcomes.