How you behave towards your vulnerable customers during the pandemic will be remembered. We explore how you can provide support efficiently and effectively, whilst safeguarding customer goodwill.

When you shop online, the entire world is on your high street, delivering whatever you want, whenever you want it, straight to your door.

While Covid has put the brakes on a lot of things – normal schooling, visiting family and friends, holidays and music festivals, commuting and meetings in the office, it has enabled and accelerated the uptake and development of a number of other trends.

Covid-19 has forced schools, colleges and universities to transform education delivery worldwide. Teaching has adapted to embrace a new world – and students have had to adapt.

The covid-19 crisis has provided an alarming insight into our frailties and points of weakness. As individuals, as businesses, as a society. From disrupted supply chains, to an overwhelmed social care system, to online cyber threats, and growing numbers in the population reliant on benefits – we are more vulnerable than we knew.

Our partnership with Severn Trent has given their customers a better experience and aided with debt collection.

The Financial Services Compensation Scheme (FSCS) provides crucial protection to customers of failed financial services firms.

Since launch in April, ULEZ has reduced NO2 emissions in London by 20%, protecting Londoners from harmful levels of pollution.

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

Working on behalf, and with, Transport for London, we manage the London Congestion Charging scheme.