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

Blog

16 April 2018

How to break up with desktop

Thomas Brennan-Siegert

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?

James Daley

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?

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.

Blog

23 March 2018

How to rebuild trust in the insurance market

James Daley

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

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.

Blog

2 March 2018

Why Vanquis Bank's fine matters to your business

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.

Blog

26 February 2018

Consumers still getting a bad deal in the car rental market

James Daley

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

James Daley

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

Thomas Brennan-Siegert

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

Thomas Brennan-Siegert

Your website and documents are currently big barriers for at least one in 10 people, who may be classed as vulnerable customers.