A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the day. At the Institute, it is business as usual – we look forward to continuing our work with the new…
With the first of many General Election leadership election debates airing on Tuesday, I’m sure there will be a great deal to think about ahead of ballot day, when we exercise our choice as voters. Influencing this voter choice will be paramount…
With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns will soon be getting into full swing. Political parties are publishing and promoting their manifestos, as well as formulating their…
Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it certainly indicates how serious service breaches will be taken, which is a good thing given the importance of service to…
At this time of year, I'm reminded of a Christmas classic, The Polar Express – the story of a magical and, at times, turbulent journey to the North Pole, where our hero comes to appreciate the wonder of Christmas and…
2023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a watchword – and customer satisfaction has taken a sharp decline. But what will 2024 hold? On one level, I fear…
The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis on all aspects of the customer journey and in particular on positive outcomes for customers. In the face of falling…
There is never a good time for a business’s systems to go down, but outages at a major bank last week proved particularly unfortunate timing. With customers on the lookout for Black Friday deals ahead of the festive season – or just…
Some of you may be surprised to hear that we’re already more than three months on from the start of Consumer Duty, the new regulation which gave the Financial Conduct Authority (FCA) regulatory powers to set higher and clearer standards…
This past week we saw an all-too familiar story in the UK headlines – a weekend of disruption, confusion, and ‘chaos’ for holidaymakers and travellers alike due to an air traffic control issue across the country. Following a spring and…