7 January 2015
Why did HSBC’s consumer champion leave after 11 months?
Natale Ceeney's premature departure from HSBC illustrates just how difficult it can be to deliver cultural change in large established financial services businesses.
5 December 2014
Building societies plot a move to shake up the banking market
A group of small building societies are considering sharing resources so they can offer day to day banking services to their customers.
18 November 2014
Virgin Money execs struggle to show restraint
Virgin Money's chief executive cashed in 2m of shares as her company came to market last week - and is sitting on another 6m of stock. It sends the wrong message to its customers.
6 November 2014
Barclays and HSBC say no thanks to competition inquiry
The Competition & Markets Authority has confirmed it will launch an investigation into the UK banking sector. The negative responses from some banks are perhaps the clearest indication that reform is needed.
4 November 2014
Banks and insurers that fail to invest in technology should be fined
Years of under-investment in IT systems causes misery for banking and insurance customers every day. It's up to the regulator to ensure that banks and insurers don't slip behind again.
29 October 2014
Why do building societies ever rip off their customers?
Yorkshire Building Society has been fined 4.1m for treating struggling mortgage customers unfairly. It's the company's second fine in six months. Why is a business that is owned by its customers doing so badly by them?
15 October 2014
The unlikely winners in the bank switching wars
Halifax and Santander are cleaning up in the bank account switching market - even though their customer happiness scores are below average.
7 October 2014
Is it really possible to reward loyalty?
Natwest is the latest bank to promise to offer its best deals to new as well as existing customers. But rewarding loyalty tends to come at the cost of offering good market leading deals. Is that really what customers want?
1 October 2014
Is this really the most popular bank on the high street?
Customer satisfaction polling is gaining ever more prominence in the world of banking and insurance. But there's significant variations in the results - so who's right?
30 September 2014
Would you like me to read the disclaimer or put it in the post, sir?
Calls to banks and insurers often end with lengthy disclaimers. But they're too often box-ticking exercises rather than focused on arming customers with the information they need.