Complaints Culture Is Sales Culture: What a Dealership’s Complaint Handling Reveals About Its GAP Insurance Selling There’s a simple way to assess how seriously a business takes customers. Don’t start with the glossy brochures, start with the complaints. In motor retail, complaints and compliance shouldn’t be a back-office inconvenience. Complaints are the clearest window into […]

Re-educating FOS on GAP: “Demands & Needs” Isn’t Optional There’s a moment in far too many of our GAP insurance cases where the conversation stops being about the consumer’s complaint and starts becoming a tutorial. Not for the dealership. For the Financial Ombudsman Service (FOS). We find ourselves having to explain and again that a […]

Motor Finance Redress: How the FCA’s Consultation Exposes a Regulator Unfit for Purpose Motor finance was supposed to be simple: you pick your car, sign the PCP or HP, and get on with life. Instead, millions of drivers are now caught up in the UK’s latest mass mis-selling saga, with the FCA itself estimating that […]

Financial Ombudsman Service: Is the Watchdog Itself Under Investigation? For years, consumers have been told that the Financial Ombudsman Service (FOS) is the independent, trustworthy referee standing between ordinary people and powerful financial institutions. It’s sold as the place of last resort, the body you turn to when a bank, lender or finance company has […]