Insights and articles

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.

Insights Series 3: Assurance. Part 2 – Culture and QA: checking for best practice

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As part of our series on assurance and following on from its opener, Assurance 101, the LSB now looks at culture’s role in quality assurance.

Insights Series 3: Assurance. Part 2 – Culture and QA: checking for best practice Read More >

As part of our series on assurance and following on from its opener, Assurance 101, the LSB now looks at culture’s role in quality assurance.

Insights series 3: Assurance. Part 1 – Assurance 101: overseeing and improving the customer journey

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Lenders and other financial service firms should not just do the right thing by their customers, they should be able to demonstrate they have done so. One key part of doing this and delivering good outcomes is having an effective quality assurance programme in place.

Insights series 3: Assurance. Part 1 – Assurance 101: overseeing and improving the customer journey Read More >

Lenders and other financial service firms should not just do the right thing by their customers, they should be able to demonstrate they have done so. One key part of doing this and delivering good outcomes is having an effective quality assurance programme in place.