Leading from the front-line 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…

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…

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…

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…

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…

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…

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…

Silence isn’t always golden 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…

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…

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…