Hats off to the Money Advice Trust and the Collaboration Network for running a fantastic event last week. Apart from getting to see people I hadn’t seen in AGES, I also got to finally meet some people for the first time in the flesh that I’d only ever met online. Over the last few weeks […]

I don’t know about you, but when the clocks go forward I often find it takes me a good few days to get over ‘losing’ an hour. But this week feels different. Spring is definitely in the air, the sun is shining and I’m running not one but TWO training workshops in partnership with Finance

Every day, I make a conscious effort to inject colour into my environment in ways that bring warmth and energy to bring me a bit of joy whilst working. I love surrounding myself with hues that lift my spirits. These small yet significant splashes of colour help to break the monotony of everyday life, sparking

We often get asked about staff engagement, especially at the moment with huge swathes of the working population working from home for the majority of the time. Often the questions all cover the theme of making sure staff are doing OK, without coming off all managerial. Questions like, how can we engage our staff? How

Stand back because a touch paper has been lit…Things we all need to take away from the latest guidance from the FCA – even if you don’t work in the mortgage industry Nothing can so quickly reduce a blog’s reading numbers to zero, quite like starting with the catchy line about reading FCA guidance, especially

Sarah’s done with talking, because it’s time to pull on our collective big pants and deal with what’s coming We’ve both been saying it for a while now, but we’ve been nervously looking at the horizon watching everything coming together for the perfect storm, or shit show as I like to say. While we don’t

Building a robust complaints handling process boils down to one thing – communication I’ve recently had cause to complain, not once but twice. It takes a lot for me to want to complain, because let’s face it, none of us enjoy a Busman’s holiday, but I’d reached the end of my tether with both my

Healthy culture…it’s not all smoothies and lunges In my video yesterday I talked about what we mean when we refer to a ‘healthy culture’ in complaints. If you’ve not had chance to see it yet, here’s a quick run-down for you. It means everything. And I mean everything. From how easy it is for customers

Distress and Inconvenience – how do you put a value on money? It’s all down to the impact When it comes to distress and inconvenience payments, nailing it isn’t always as easy as we’d like it to be. But why isn’t it?! – I hear you shout at the screen while you read this. If

Mapping out DISP – what is says and doesn’t say about awards…let’s start with what it does say We’re back talking about awards again this month, because we know from speaking to businesses that awards, particularly Distress and Inconvenience, still leave people feeling a bit lost. And with that in mind, it feels timely to