Blog

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.

By 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.

By 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.

By 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.

By 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.

By James Daley

The Open Banking project allows consumers to easily download their bank account history into apps and comparison platforms. It could revolutionise the way we manage our money. But there are risks too.

By Oliver Broadhurst

The IPID will soon be a mandatory companion for most insurance products. But has it failed before it's begun?

By Oliver Broadhurst

Most insurance fees should only cover the administrative costs of the provider, and the customer should be clearly told how much they will be. But beware - a number of insurers are failing on both counts.

By James Daley

The ABI has drafted new model critical illness definitions. But it's missed an opportunity to make them clearer. We've written to the director-general to ask them to think again.

By Oliver Broadhurst

More brands are qualifying for our Clear & Simple Mark, which endorses documents with simple language and clear design. Here we take you through the expertise behind our rigorous design criteria, to help you improve yours.