A new rulebook for complaint handling

Posted by MyCustomer in Customer intelligence, Customer experience, Marketing, Technology on Tue, 03/10/2006 - 13:57

Independent consultant Martin Shaw Independent consultant Martin Shaw gives a preemptive evaluation of what the highly anticipated new FSA regulations might look like and speaks to Respond CEO James Heavey about the potential implications for industry.

In a speech given on 15 September at a British Bankers' Association Complaints Oversight Seminar, FSA Director of Retail Themes Vernon Everitt explained that a new complaints rulebook is soon to emerge as part of a shift toward

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