Equiniti Customer Resolutions

Our whitepaper for customer service and complaints professionals will help you discover approaches, hints, and tips to: • Maximise the complaints data you already hold  • Improve the way you gather, analyse and act on customer complaints  • Develop a root cause analysis strategy to benefit the whole business Download it today - https://lnkd.in/eU7zzkDz #complainthandling #complaintdata #rootcause #consumerduty #businessimprovement #businesstransformation #customerservice #customeroutcomes

Delivering cost and efficiency savings for your customer-facing operations. EQ’s proven, award-winning specialist complaints and feedback management solutions are trusted by 55 financial services brands to help them easily capture, manage, and report on customer engagements. We enable more effective and efficient customer service operation and provide valuable MI and Root Cause Analysis to identify areas for improvement. Find out more about our technology – https://lnkd.in/ehuy2uFm #customerservice #complaintsandfeedback #customercomplaints #businessimprovements #rootcause #costsavings #efficiencygains

It's one month to go until our EQ Customer Resolutions team will be exhibiting at the Collaboration Network's Financial Services Trust Seminar on 8th May. Developed alongside the FCA and FOS, the day will include sessions on key insights and reporting, fireside conversations, and industry case studies. Find out more about how we work with financial services firms to help them deliver positive consumer outcomes and build trust with their customers - https://lnkd.in/eVfWTUZa #customeroutcomes #financialservices #collaborationnetwork #complainthandling #customerservice

Motor Finance sector holds its breath after Supreme Court hearing The Supreme Court’s hearing on motor finance commissions concluded yesterday after an intense three days of legal arguments. Appealing the Court of Appeal’s previous judgement, FirstRand and Close Brothers brought their case to the highest Court in the land for a final answer into the issue of commission disclosures. The outcome, expected sometime in July, has the potential to reshape not just motor finance but all types of lending agreements where third parties are involved. We already know that the FCA will initiate a proactive redress programme, the parameters for this are yet to be defined and their industry consultation will only be available within 6 weeks of the supreme court judgement. The key arguments, as per the Supreme Court website, were: 1. When acting as credit brokers, do car dealers owe consumers a “disinterested” and/or fiduciary duty to provide information, advice or recommendation? 2. If so, were the payments of commissions by the lenders to the car dealers secret such that the lenders become primary wrongdoers? 3. Can the lenders be liable in the tort of bribery? If so, what is the correct approach to remedies? 4. If there was sufficient disclosure of the commission to negate secrecy, was there insufficient disclosure to procure the consumers’ fully informed consent to the payment such that the lenders are liable as accessories for procuring the credit brokers’ breach of duty? 5. Can insufficient disclosure also suffice to make the relationship between lender and consumer “unfair” for the purposes of the Consumer Credit Act 1974? In addition, the FCA also presented its submission, highlighting their concerns around some of the current commissions structures within in the finance sector. What happens now? The Court is likely to give its judgement in July. The FCA is waiting for this before delivering the results of their review into discretionary and other commission arrangements. For motor firms, it’s time to prepare for the expected redress schemes. Identifying potentially affected customers, getting data, processes, and systems in place to manage the current influx as well as future redress. EQ can make this easier. EQ helps lenders go from theory to action - when you need to act quickly, we have the flexibility and capacity to get a project up and running within weeks. With over 20 years’ experience in tackling complex remediation challenges, we can provide a true end to end solution, ensuring all customer engagement is covered. Trusted by major financial services brands, we bring the expertise to: - Identify affected customers - Build compliant, customer-focused solutions - Deliver accurate redress at scale Whatever your stage of planning and readiness for your response, we can help - efficiently and transparently. #motorfinance #supremecourt #commissiondisclosures #fca #massclaims #redress #remediation #specialistresource

The EQ Customer Resolutions team will again be supporting the Finance & Leasing Association's Annual Insight Conference. Taking place in London on 18th June, the day brings together industry leaders, policymakers, and top experts to examine the political, economic, regulatory, technological and social forces transforming finance. Our team will be on hand to discuss the difference we make to customer facing services through our specialist resources, technology, and insights. Find out more about us here - https://lnkd.in/eVfWTUZa #fla #insightconference #customerservice #complainthandling #specialistresource #complainttechnology #datainsights

Designed to reveal trends, costs, and causes of the complaints you receive, our secure online reporting service will help you understand the effectiveness of your complaint operations.   Our Complaints Insight Service uses your complaints data to provide regular, timely, interactive complaints management dashboards to help you make the right decisions to optimise your complaints process and minimise your complaint volumes.   Find out more and watch our video series here - https://lnkd.in/etrv6ARN #complaintsinsights #complaintsdata #rootcauseanalysis #businessimprovements #businesstransformation #managementinformation #complainttrends

Make positive change in the way you help your customers, with support from our practical customer resolution consultants. Transforming how you help your customers that little bit quicker, we have a unique approach to consultancy designed to deliver real improvements at speed.   Whether you have a remediation programme, a customer service business transformation project, or are looking to streamline and optimise your complaint-handling operations, we can do it all, with you from start to finish.   Find out more here - https://lnkd.in/e_4t9ESm #customeroutcomes #customerservice #complainthandling #businesstransformation #datainsights

Whatever your additional resourcing needs, EQ have you covered. Our experts can swiftly boost your customer-facing and back-office teams to help maintain excellent service for your customers. As a trusted resourcing partner, we deliver the right people, at the right time, in the right place for either interim or permanent recruitment.   Our specialities include customer service, complaints handling, remediation programmes, business analysts, project management, data analytics/engineers, pensions administrators, complex manual calculations, and actuarial services.   Discover more here - https://lnkd.in/eaigakSB #customerservice #resourcing #specialistrecruitment #peopleskills #complaintshandling #remediation

Our EQ Customer Resolutions team will be exhibiting at the Collaboration Network's Financial Services Trust Seminar on 8th May. Developed alongside the FCA and FOS, the day will include sessions on key insights and reporting, fireside conversations, and industry case studies. Find out more about how we work with financial services firms to help them deliver positive consumer outcomes and build trust with their customers - https://lnkd.in/ejXv449F #customeroutcomes #financialservices #collaborationnetwork #complainthandling #customerservice

In our best practice guide we highlight how automation can support frontline customer service teams to continue delivering exceptional customer outcomes. From this guide you will: - Learn how automation can support staff to boost performance and compliance. - Understand how technology can help achieve customer service goals. - Develop a complaint management action plan that delivers actionable MI for continual operational improvements. Download it today - https://lnkd.in/eMjBRVTr #customerservice #complaintshandling #customeroutcomes #fcaregulation #rootcause #mi #businesstransformation #businessimprovements #complainttechnology