Vulnerable Customer Support Without a Script That Fails
Every UK financial services firm has a vulnerable customer policy, and most have some form of scripted response for common vulnerability situations. Both exist for good reasons. The trouble is that vulnerable customer support is exactly the category where scripted…
Complaints Handling Standards: What UK Firms Must Know
Most UK financial services firms treat complaints as a reporting obligation, something to be logged, categorised, and returned to head office in time for the next regulatory return. That framing is where the trouble starts. Complaints handling standards are an…