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

Blog

1 May 2018

The second hand ticket scam

Mark McLaren

Buying event tickets can be a rollercoaster ride. Here's how to strap in and not get injured

Blog

16 April 2018

The pitfalls of pet insurance co-payments

Richard Robinson

The complex concept of co-payments. Are insurers doing enough to explain it to consumers?

Blog

16 April 2018

What does an ideal quote process look like?

Oliver Broadhurst

Aviva's new quote process is good, but could it be even shorter? And what would the perfect journey look like?

Blog

16 April 2018

The importance of clear customer communications in Open Banking

Oliver Broadhurst

API? TPP? PSD2? Providers are struggling to communicate Open Banking to consumers simply. 

Blog

16 April 2018

How to break up with desktop

Thomas Ridley Siegert

Providers are still thinking desktop-first when it comes to Ts & Cs. Here are our five tips for going mobile.

Blog

16 April 2018

Is the Ombudsman getting softer on banks and insurers?

James Daley

Average uphold rates at the Financial Ombudsman Service are falling. Is the industry getting better or the Ombudsman getting softer?

Blog

28 March 2018

We all make mistakes - when will insurers start to give customers the benefit of the doubt?

James Daley

Consumer law and Ombudsman rulings are not always sympathetic to customers who make mistakes. It's no wonder trust in the industry remains low.

Blog

23 March 2018

How to rebuild trust in the insurance market

James Daley

Insurers need to unlock empathy and flexibility within their organisations, if they are to repair the relationship with their customers

Blog

13 March 2018

Failures at the Financial Ombudsman Service

James Daley

Last night's Dispatches documentary raised serious questions about the leadership of the Financial Ombudsman Service. An external inquiry is needed to weed out the problems and restore trust in this important body.

Blog

2 March 2018

Why Vanquis Bank's fine matters to your business

James Daley

Vanquis Bank was fined £2m this week, and is facing a compensation bill of almost £170m. It's a cautionary tale that all banks and insurers should ignore at their peril.