Blog

By Mark McLaren

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

By Richard Robinson

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

By Oliver Broadhurst

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

By Oliver Broadhurst

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

By Thomas Brennan-Siegert

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

By James Daley

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

By 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.

By James Daley

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

By 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.

By 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.