12 May 2020
Coronavirus: Treating customers fairly in a pandemic
In the midst of a global pandemic, it's more important than ever to treat customers fairly.
14 June 2019
Defining excellence in banking customer service
Measuring quality in banking is no mean feat, but our new report aims to do just that.
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.
19 April 2017
Why over-compliance is a real problem
It’s easy to play it safe from a compliance perspective by flooding your customers with information. But that isn't really helping them.
13 February 2017
Is the new summary box for savings accounts working?
New FCA rules mean that savings providers must outline their products in a ‘summary box’. Is it helping customers?
4 April 2016
Are you being spammed?
Insurers and banks are masterful at getting customers to give their consent to receiving spam emails and letters. It's time the regulator was given some teeth to fight against them.
28 March 2016
Why Sir Bernard Hogan Howe's views on bank fraud are wrong
The head of London's police force sparked controversy last week, by claiming that consumers should be left paying the bill for bank fraud if they don't keep their virus software up to date. If he were listened to, confidence in banking would collapse.
16 March 2016
Government needs to help people get smarter at managing their money
The Money Advice Service never quite lived up to its potential - and now it's being shut down. It's bad news for consumers.
9 March 2016
If consumer charities can’t show constraint on high pay, how can we expect banks to?
News that Which?'s chief executive is to earn over £800,000 this year undermines its cause to create a fairer financial services market
26 February 2016
Is it time for corporate hospitality to be banned?
Insurance companies and fund managers take their favourite financial advisers to the races or the football all the time. Surely, their independence is compromised.