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The customer journey in a digital world: part two
How do financial services firms keep up with the pace of change in technology innovation whilst ensuring good customer outcomes? Following our first thought piece on the customer journey in a digital world, part 2 explores how firms can navigate these challenges and opportunities, from the importance of testing and feedback to the identification of vulnerable customers
Response to Government support schemes for SMEs
We welcome the additional support measures for SMEs that the Government announced in this afternoon’s budget in order to help them navigate out of lockdown. However, banks and financial service providers need to continue to step up and rally around the SME community.
CRM Code review roadmap published by the LSB
As part of our review of the CRM Code, we have published a roadmap outlining the upcoming activity we will be undertaking in 2021.
Azzurro Associates becomes an interim registered firm to the Standards of Lending Practice for business customers
Today the LSB is pleased to announce that commercial debt solution provider, Azzurro Associates, has become an interim registered firm to the Standards of Lending Practice for business customers. The move signals their commitment to uphold the highest of standards in the treatment of their customers.
Review of the CRM Code for Authorised Push Payment (APP) scams published by the LSB
We have published a set of recommendations based on our recent consultation on the CRM Code for APP scams.
The customer journey in a digital world: new thought piece
In our latest thought piece, we explore how, by thinking about the customer journey in the digital space, firms can tailor their offering to ensure good customer outcomes and stay ahead in the digital age.
The customer journey in a digital world: innovation and good outcomes digital workshop
Innovation and the pace of change in financial technology means more choice and access for customers, but what risks could it present and how can these be overcome to ensure good customer outcomes in the digital journey?
2020: The Year in Insight
This past year, we have focused on identifying, supporting and helping firms to adapt to changes caused by the pandemic, in order to protect their customers.