All the latest insight and commentary from James Daley and the Fairer Finance team.
Blog
16 April 2018
How to break up with desktop
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?
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?
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
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
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
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.
Blog
26 February 2018
Consumers still getting a bad deal in the car rental market
In spite of a CMA report and promises from the big five companies, the car rental market continues to provide poor outcomes for customers.
Blog
8 February 2018
Misbuying insurance
Our new report highlights a mismatch between customer expectations of insurance and the reality, leaving a growing number of customers with policies that don't meet their needs.
Blog
1 February 2018
Common Consents - how to explain marketing terms simply to consumers
The General Data Protection Regulation is coming and too many companies still aren't asking for consent in a way consumers can understand. We thought we'd give some examples of how it can be done.
Blog
25 January 2018
Vulnerable customers: why you need to change your website
Your website and documents are currently big barriers for at least one in 10 people, who may be classed as vulnerable customers.