This May, the Financial Ombudsman Service (FoS) reported a 67% year-on-year spike in consumer complaints, with 141,846 lodged in the last six months of the year alone. Of all the sub-sectors, it was ...

Using AI “won't eliminate people’s jobs,” Heather Hajek, director of analytics and compliance management system support at Synovus Financial, said on a panel at the Consumer Bankers Association annual ...

“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” Those are the words of Alfred Adler, the renowned Austrian psychotherapist. In ...

Q: My independent firm told me that I am responsible for reporting “complaints” I get from my clients to the firm's compliance officer. Not surprisingly, since Labor Day, I've had more clients ...

In today’s mobile-first, digitally driven marketplace, a single dissatisfied customer can spell big trouble for a brand. If a consumer complaint goes viral on social media and users see the company’s ...

A well-written procedure documenting the complaint management process, including the creation of a complaint form, is required by the QSR. By Bob Mehta I have always experienced great difficulty in ...