Insights and articles

Aftercare, not an afterthought

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By providing advice and support to victims of APP scams through appropriate and effective aftercare, firms can minimise the risk of customers becoming repeat victims.

Aftercare, not an afterthought Read More >

By providing advice and support to victims of APP scams through appropriate and effective aftercare, firms can minimise the risk of customers becoming repeat victims.

Money management and the cost-of-living crisis – summary

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This summary focuses on what firms can do to support customers during the cost-of-living crisis. It particularly looks at how to support customers in the pre-arrears stage.

Money management and the cost-of-living crisis – summary Read More >

This summary focuses on what firms can do to support customers during the cost-of-living crisis. It particularly looks at how to support customers in the pre-arrears stage.

Culture and QA: checking for best practice – summary

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A firm’s culture plays a central role in how it operates its business, treats its customers, and delivers outcomes. Without the right culture and messaging from senior leadership, or with incentives in place that are at odds with the stated culture, it is likely that staff will not know how to achieve their goals.

Culture and QA: checking for best practice – summary Read More >

A firm’s culture plays a central role in how it operates its business, treats its customers, and delivers outcomes. Without the right culture and messaging from senior leadership, or with incentives in place that are at odds with the stated culture, it is likely that staff will not know how to achieve their goals.