The retro 2000s

Caroline talks about the problems of not moving with the times and DISP If you saw my video blog this week, you’ll know that I’ve got a bit of an issue (OK a few issues) with DISP. And as much as it pains me to write this, it’s because none of us are getting any […]

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Is it in or out?

Sarah talks about the ‘ins and outs’ of jurisdiction and shares her tips for dealing with it. Jurisdiction can be such a dry subject, and it’s not everyone that is going to get excited at the prospect of a blog about it, but it’s an important one and will pay dividends if you take the

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Equipping staff

Nothing bugs me more when I can spot that a member of staff hasn’t been properly equipped. I talked about this in my video the other day, but nothing gets my irritation levels veering towards a 10 out of 10 quite like having a bad experience with a business’ customer service department. And sometimes it’s

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Walking the walk

If you don’t care, why are you here? Walking your walk. A couple of weeks ago now I was having a flick through Twitter – losing probably a good hour of my life that I’m never going to get back – when I spotted a tweet that caught my eye. And I was not alone.

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Its unfair

When Distress and Inconvenience goes bad because fairness has been left behind Last week I was talking about money awards and what they’re made up of. This week I’m still focusing on distress and inconvenience, but, I’m specifically looking at where it can cause trouble for the business and leave the consumer feeling that things

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Trouble and upset overview

Sarah’s asking ‘What do Trouble and Upset, Distress and Inconvenience, pain, suffering, reputational damage all have in common?’ Not the catchiest title in the world for a blog post I grant you, but still a very important question to ask businesses that are regulated by the Financial Conduct Authority. Because putting it plainly, unless you’re

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