Review of Oct and introducing Nov

We're chatting about everything we covered in Oct and what's coming up

Gestures of goodwill

Are they a good thing? How do we use them for good?

Root Cause Analysis

RCA is so important, but so under-rated 

What do businesses need to consider CBILS and BBLS

We're talking about the here and now and the future

FCA and FOS expectations at the moment

The FCA expectations on complaint handling, business plan

Training in the new world

Complaints handling in a crisis

Complaints handling in unique times 

Being flexible in uncertain times

Being flexible for your business, for your staff and your customers 

Impartiality and SRCs

We're talking about how businesses can show impartiality when they are part of the complaint and all about SRCs. 

Pilot