White Papers
Business Critical Information on Business Critical Issues
Our white papers are designed to give you access to critical information to help you stay ahead. We look at new regulations, market trends and drivers to ensure our solutions help you manage all kinds of feedback and improve the customer experience.
A profitable approach to managing complaints
This paper explores how businesses can leverage customer complaints and feedback to develop profitable and sustainable relationships with their customers.
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The Impact of NEWCOB on Complaints Handling (Financial Services)
As part of its shift towards principle-based regulation, the FSA has consulted on a new complaints rulebook for firms and re-written its Conduct of Business rules. Respond analyses the proposed rule changes and explores how well they will improve customers’ experiences of making a complaint.