Our blog: Regulation

When will they learn?

11 October 2023

When will they learn?

Identify which of your customers are not able to learn, and make sure they are enjoying fair value.

Coronavirus: Treating customers fairly in a pandemic

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.

Defining excellence in banking customer service

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.

Common Consents - how to explain marketing terms simply to consumers

1 February 2018

Common Consents - how to explain marketing terms simply to consumers

The General Data Protection Regulation is coming and too many companies still aren't asking for consent in a way consumers can understand. We thought we'd give some examples of how it can be done.

Why over-compliance is a real problem

19 April 2017

Why over-compliance is a real problem

It’s easy to play it safe from a compliance perspective by flooding your customers with information. But that isn't really helping them.

Is the new summary box for savings accounts working?

13 February 2017

Is the new summary box for savings accounts working?

New FCA rules mean that savings providers must outline their products in a ‘summary box’. Is it helping customers?

Are you being spammed?

4 April 2016

Are you being spammed?

Insurers and banks are masterful at getting customers to give their consent to receiving spam emails and letters. It's time the regulator was given some teeth to fight against them.

Why Sir Bernard Hogan Howe's views on bank fraud are wrong

28 March 2016

Why Sir Bernard Hogan Howe's views on bank fraud are wrong

The head of London's police force sparked controversy last week, by claiming that consumers should be left paying the bill for bank fraud if they don't keep their virus software up to date. If he were listened to, confidence in banking would collapse.

 Government needs to help people get smarter at managing their money

16 March 2016

Government needs to help people get smarter at managing their money

The Money Advice Service never quite lived up to its potential - and now it's being shut down. It's bad news for consumers.

 If consumer charities can’t show constraint on high pay, how can we expect banks to?

9 March 2016

If consumer charities can’t show constraint on high pay, how can we expect banks to?

News that Which?'s chief executive is to earn over £800,000 this year undermines its cause to create a fairer financial services market