Blog

Trust stays stable across the banking sectors with small rises for savings accounts, current accounts and credit cards while mortgages and personal loans saw small decreases in trust scores.

Inertia is so prevalent that we almost forget that it is everywhere in financial services. It’s not always a problem, but it often leads to foreseeable harm.

Trust in private medical insurance has remained stable while claims satisfaction continues to rise in Fairer Finance's customer experience ratings.

Trust has risen slightly in car and travel insurance while remaining stable in pet and home insurance. Claim satisfaction has improved significantly across all four sectors.

Stress is an unavoidable aspect of the claims process, but how should firms communicate with their customers to prevent it from impacting claims outcomes?

Bullet point lists can make documents look more approachable – but only if they’re used selectively

On 12 February, Nikhil Rathi - CEO of the Financial Conduct Authority - joined us as our first ever guest on the Fairer Finance podcast. Here are my reflections on the interview.

Prepaid direct cremation prices have continued to rise, with some unattended plans now exceeding £2,000. Alongside the emergence of hybrid attended offerings, these developments raise important questions around value, transparency, and product design under the consumer duty.

Good design is attention-grabbing, but is attention for attention’s sake driving poor customer outcomes?

Trust rises sharply across all five banking sectors, mortgages and personal loans see the biggest increase in trust. This continues the long term trend of rising trust in banking sectors since we started the survey in Spring 2015. The average trust score in the banking sectors has risen from 38.09% to 60.44% over the past 10 years.

Communicating with customers who are struggling with debt

Trust in insurance rises slightly following falling premiums, but still sits well below it's peak in Spring 2023.