Resources

Consumer Duty & Fair Value: “If firms can’t evidence that customers are getting a fair deal, they’ll need to look again.”

Blog

Preparing for the New Competence & Conduct Standard: Defining and measuring staff competence

Blog

Conduct, Culture & Consumer Duty: What firms must get right in 2026

Purple Paper

How well is Consumer Duty being adopted culturally?

Blog

Housing Associations: Who owns Competence and Conduct Standard planning in the contact centre?

Press

Social Housing: Preparing for the Competence and Conduct Standard – Six Steps to Readiness

Blog

Performance fade: What happens to frontline agents as complexity rises

Webinar

Financial crime controls that actually work: From tick-box compliance to defensible, outcome-led control frameworks

Webinar

FCR Isn’t Broken: The Conditions Around It Are

Purple Paper

UK customer satisfaction is at a multi-year high but operational strain remains

Blog