Finance Archives ⋆ Institute of Customer Service

Homepage Interview

Webinar: Head to Head with Richard Fearon (Leeds Building Society)

October 12, 2022
The Institute of Customer Service

Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Richard Fearon, Chief Executive Officer at Leeds Building Society. Listen to Jo and Richard discuss the importance of…

Delivering Service during Challenging Times Top Tips

Top tips on Improving Service Productivity

June 10, 2020
The Institute of Customer Service

In the context of the financial and operational challenges emerging from the Covid-19 crisis, improving productivity has a renewed urgency: it could make the difference between business survival or failure.

Delivering Service during Challenging Times Top Tips

Practical advice for customer service and debt management during COVID-19

April 24, 2020
The Institute of Customer Service

Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.

Customer Service News

Lloyds introduces highest overdraft rate to date

The new overdraft rate of up to 49.9% will affect customers with poor credit scores

Customer Service News

Santander customers faced with interest rate slash

The changes, which will be introduced in May, will also see cashback capped

Customer Service News

New year sees rise in railway fares

Commuters faced with fare increases, despite a year of disruption

Customer Service News

Millions affected by IT banking failure

Lloyds Banking Group customers were unable to access their accounts on New Year's Day

Customer Service News Research

Banks and building societies sees drop in customer satisfaction

Sector sees first fall since 2016 but remains above UK average

Customer Service News

Plum users complain about withdrawal issues

The money management app has apologised to customers after deposits and withdrawals were delayed

Customer Service News

HSBC and Santander ordered to refund customers for overdraft charges

The banks failed to warn some customers that they had fallen into the red and were liable for penalty fees