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

Blog

9 October 2019

Barclays accelerates UK towards a cash crisis

James Daley

Barclays has announced it will no longer allow its customers to withdraw cash at Post Office branches from 2020. It's a decision that has far reaching implications for the stability of the whole cash infrastructure.

Blog

4 October 2019

How showing last year's premium on renewal letters led to a reduction in switching

James Daley

Forcing insurers to put last year's renewal price on their letters was the right thing to do. But the FCA's analysis shows it's not had the impact that anyone had expected

Blog

4 October 2019

FCA considers banning insurance dual pricing

James Daley

The FCA has published its interim report of its general insurance market study. It's left some radical measures on the table, but everything's still up for grabs.

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.