All the latest insight and commentary from James Daley and the Fairer Finance team.

Blog

18 June 2019

What does responsible look like when it comes to advertising credit cards?

James Daley

In a competitive credit market, firms find it hard to resist the temptation to incite their customers to borrow money. But in doing so, they're crossing a line

Blog

14 June 2019

Defining excellence in banking customer service

James Daley

Measuring quality in banking is no mean feat, but our new report aims to do just that.

Blog

11 June 2019

Sample size numbers in adverts – what’s the point?

Thomas Brennan-Siegert

Most consumers don't care about sample sizes. So why do we bother telling them?

Blog

21 May 2019

What's the best way to measure customer satisfaction?

Thomas Brennan-Siegert

There's a lot of ways to gauge customer satisfaction. I give my views on Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score to decide which one is best.

Blog

17 May 2019

Time for the FCA to demand transparency from life insurers

James Daley

Life insurers publish their percentage of claims paid each year - but there's no consistency and insurers like Legal & General are becoming more reluctant to publish them at all.

Blog

23 April 2019

How to write Ts & Cs without using the word 'liability'

Richard Robinson

With more and more cases being settled at the FOS, a legally watertight but impossible to understand document can often work against a business.

Blog

23 April 2019

Calculating cashback, assessing airmiles & rating rewards

Thomas Brennan-Siegert

Soon we'll be launching our new Credit Card Product Ratings - our most complex ratings yet! Read on to find out why.

Blog

23 April 2019

Black box insurance: what insurers aren't telling customers

Mason Taylor

Telematics car insurance can save customers money. But some policies have significant exclusions that aren't being communicated clearly to customers.

Blog

15 April 2019

Dual Pricing: is data the answer?

James Daley

James Daley tries to find the solution to insurance's most controversial and topical problem.

Blog

15 March 2019

Fairer Finance is 5

James Daley

We've been threatened, smeared and fired - but we've made it to our fifth birthday and we're still going.