Insights ¦ Call for Input Modernising the Redress System

Published by: Financial Conduct Authority Search for original: Link Key Take Aways The current redress framework effectively handles individual complaints but struggles with mass redress events involving large volumes of complaints and systemic harm. Increasing complaint volumes, particularly from professional representatives, can overwhelm firms and the Financial Ombudsman, leading to delays, increased costs, and potential disorderly firm failures. Greater collaboration between the FCA and Financial Ombudsman is planned to improve early identification and management of issues with wider implications (WWI),… Read more

Podcast ¦ Market Pulse: Pros & Pioneers: Trailer – Your Business Isn’t the Problem – You Are Mark Musselman

Podcast : Market pulse pros and pioneers Search for original: Link Key Take Aways Leadership success often hinges on understanding the delicate balance between caring for people and maintaining business objectives. Vulnerability can be a powerful leadership tool if appropriately managed; it fosters trust and authenticity. Leaders should recognise that showing vulnerability may improve team engagement and resilience amidst adversity. Taking ownership of a substantial organisation at a young age (e.g., $30 million revenue, 300 employees at 30 years old)… Read more

Podcast ¦ CX Files: Dave Rizzo – TP – Flashback To The First Week Of The Covid Crisis

Podcast : CX files podcast Search for original: Link Key Take Aways Teleperformance leveraged prior experience with business continuity planning (BCP) in China to rapidly deploy effective health and safety measures globally. The company transitioned to approximately 80,000 work-from-home stations during the crisis, aiming for over 120,000 by April 2020. A culture of agility and a can-do attitude facilitated a significant shift in operations, with staff taking on responsibilities beyond their usual roles. Teleperformance emphasised the importance of close collaboration… Read more

Catching the windfall – Making time for the important

It has been that final long weekend of the summer, and the weather has been glorious. Having the extra day really does make all the difference – I even managed to put pen to paper, helped along by a great conversation with Paul Jozefak this week on all things AI (thanks, Paul!). It has been a while since my last note, and I’ve been reflecting on just why this is. Writing is something that I enjoyed after all, yet over… Read more

HIGHLIGHTS ¦ DEMSA Newsletter

What you need to know this week UK inflation rose to 3.8% in July 2025, exceeding expectations and driven by air fares and food prices.Consumer confidence has fallen by 31 points year-on-year, with pensioners the most pessimistic group.2.1 million UK households missed at least one essential payment in July 2025.13.9 million households made at least one adjustment to cover essential spending in the same month.The ICO has launched consultations on ‘recognised legitimate interest’ and mandatory data protection complaints processes.Breathing Space… Read more

KEY THEMES+ ¦ DEMSA Summary

What you need to know this week UK inflation rose to 3.8% in July 2025, exceeding expectations and driven by air fares and food prices.Consumer confidence has fallen by 31 points year-on-year, with pensioners the most pessimistic group.2.1 million UK households missed at least one essential payment in July 2025.13.9 million households made at least one adjustment to cover essential spending in the same month.The ICO has launched consultations on ‘recognised legitimate interest’ and mandatory data protection complaints processes.Breathing Space… Read more