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

There was a time, way back when I was an adjudicator that a sign of a good outcome wasn’t just confined to an acceptance from a customer. It usually included no response at all, and then I’d close the complaint, moving swiftly on to the next one. This also pre-dated any survey, and so I

Caroline’s talking about avoiding those pesky jurisdiction banana skins… It’s my turn today to write a blog. And I can’t lie, in my eyes I picked the short straw because the topic is…. wait for it….. jurisdiction. How on earth did Sarah palm this one off on me? But, stay with me. Take a deep

What’s the big deal about mental health anyway? What’s that got to do with complaints? Lots! There’s no denying that not only are we facing the issues surrounding the virus and the huge impact on what we consider to be ‘normal’ life, but we’re now facing the prospect of an ongoing impact on mental health,

What are expectations on businesses right now? What is it that the FCA and the FOS want? How do you prevent your business falling foul of issues retrospectively? We know from speaking to businesses that there’s a very real feeling of uncertainty when it comes to knowing what’s the best way to avoid falling foul

Bringing Final Response Letters into 2020 – why is it so hard to say sorry the right way? It’s been hard to ignore that this year has already been very tumultuous. We’ve had two storms, we’ve had Brexit, we’ve had flooding and now we have the Coronavirus running amok across the globe. I mean it’s

DISP – 1.6 – everything that covers Final Response Letters and eight week letters They say a change is as good as a rest don’t they, but wouldn’t it be refreshing if we could take a hefty swipe at DISP to tidy it up and get it updated for 2020 and beyond. So, this week’s

DISP – 1.5 complaints resolved by the close of the third business day They say a change is as good as a rest don’t they, but wouldn’t it be refreshing if we could take a hefty swipe at DISP to tidy it up and get it updated for 2020 and beyond. So, this week’s DISP

DISP – 1.4 – Investigate, Assess and Resolve complaints a.k.a doing the complaint basics They say a change is as good as a rest don’t they, but wouldn’t it be refreshing if we could take a hefty swipe at DISP to tidy it up and get it updated for 2020 and beyond. So, this month’s