Author: James Nethercott

What can Energy learn from Retail Banking?

18/03/2016 by

The Energy Supply Sector shares many characteristics with Retail Banking and may even be on a […]

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Vulnerable customers

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The latest reports suggest that as many as 1 in 3 adults in the UK feel […]

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Is a final PPI storm coming?

07/01/2016 by

Events in 2015 have created a great deal of speculation around the future of PPI. Having […]

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Latest Articles

Good outcomes demand an external view

29/05/2019 by

Customer outcomes are a critical indicator of conduct and culture. The regulator now expects firms to […]

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Digitalisation demands complaints excellence

05/03/2019 by

The way a firm handles a customer complaint can prove to be a key moment of […]

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The challenge for the Challengers

17/01/2019 by

Setting up a new bank requires significant upfront investment ahead of achieving scale; and one of […]

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