1st February 2023

Switch Incentives and Competition in the Current Accounts Market

In 2022, banks and building societies increased the cash incentives they offered to customers to switch their current accounts. How did customers respond?

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12th 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.

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12th May 2020

Are the FCA's new overdraft rules working?

Have the latest FCA overdraft reforms achieved their goal? We've been crunching the numbers.


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14th 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.

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16th April 2018

The importance of clear customer communications in Open Banking

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

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3rd June 2016

Will the CMA report make any difference to the problems with our banks?

The CMA's two year inquiry into retail banking is nearing an end. It includes some useful suggestions to help consumers, but looks unlikely to increase the amount of switching.

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4th January 2016

How I finally paid no bank charges on my holidays

Extortionate bank fees have been ripping off holidaymakers for years. But it's finally easy as pie to avoid them.

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22nd October 2015

Is this the beginning of a new era for our banks?

The Competition & Markets Authority has published its interim report into the retail banking sector. But are its ideas good enough - and will they ever see the light of day?

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14th October 2015

Computer says no

Banks that don't invest in good IT systems can wave goodbye to any aspirations they have to offer good customer service.

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14th September 2015

Santander: Simple, personal and not very fair

Now that Santander has lured several hundred thousand people to sign up to its 123 current account and credit card, it's putting the fees up 150%. It's a gutless move from a company that has made little progress in changing its culture.

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11th September 2015

TSB’s struggle to shake up the banking sector

TSB's latest 5% current account deal is unlikely to give it the traction it's looking for as Britain's leading challenger bank.

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1st September 2015

What’s the right way to advertise loans?

Lending money is one of the most important services that banks offer. But it can also be one of the most lethal. So should advertising be banned?

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