1 February 2023
Switch Incentives and Competition in the Current Accounts Market
In 2022, banks and building societies increased the cash incentives they offered to customers to switch their current accounts. How did customers respond?
12 May 2020
Coronavirus: Treating customers fairly in a pandemic
In the midst of a global pandemic, it's more important than ever to treat customers fairly.
12 May 2020
Are the FCA's new overdraft rules working?
Have the latest FCA overdraft reforms achieved their goal? We've been crunching the numbers.
14 June 2019
Defining excellence in banking customer service
Measuring quality in banking is no mean feat, but our new report aims to do just that.
16 April 2018
The importance of clear customer communications in Open Banking
API? TPP? PSD2? Providers are struggling to communicate Open Banking to consumers simply.
3 June 2016
Will the CMA report make any difference to the problems with our banks?
The CMA's two year inquiry into retail banking is nearing an end. It includes some useful suggestions to help consumers, but looks unlikely to increase the amount of switching.
4 January 2016
How I finally paid no bank charges on my holidays
Extortionate bank fees have been ripping off holidaymakers for years. But it's finally easy as pie to avoid them.
22 October 2015
Is this the beginning of a new era for our banks?
The Competition & Markets Authority has published its interim report into the retail banking sector. But are its ideas good enough - and will they ever see the light of day?
14 October 2015
Computer says no
Banks that don't invest in good IT systems can wave goodbye to any aspirations they have to offer good customer service.
14 September 2015
Santander: Simple, personal and not very fair
Now that Santander has lured several hundred thousand people to sign up to its 123 current account and credit card, it's putting the fees up 150%. It's a gutless move from a company that has made little progress in changing its culture.