10 March 2015
The spirit and the letter of the law
A company that fights its customers by the letter of the law and not the spirit has a lot to learn about good customer service
20 February 2015
A new quality mark for clear terms & conditions…but no one qualifies
In our campaign to clear up terms and conditions, we've launched a new quality mark for documents with clear design and simple language. Unfortunately, we've not yet found anyone that meets our criteria.
17 February 2015
An unfair advantage?
The Post Office and National Savings & Investments are both government owned. In the world of personal finance, it gives them a special appeal which is hard for others to compete with.
11 February 2015
Does it matter if I don’t understand what I’m buying?
The world of financial services is complex, and most people don't have a full understanding of the investments, insurances, bank accounts and loans they are buying. Does it matter?
5 February 2015
What’s a fair penalty for a mistake?
Airlines, credit card companies and train operators revel in the business of handing out enormous penalties to customers who make a mistake. It's got to stop.
30 January 2015
With-profits finally on the way out
Legal & General's decision to close its with-profits fund to new business is the beginning of the end for this expensive, opaque investment.
27 January 2015
Do companies deliberately slow down your complaints?
The complaints process in some banks and insurers seems designed to tire the customer out until they can't be bothered to fight on anymore.
20 January 2015
The consumer champion robot cometh
The conclusion of the FCA's market study into savings includes an interesting proposal to break down the barriers that have stopped so-called "account aggregators" from being successful. It's a move that could radically change how we interact with banks and insurers.
19 January 2015
How regulations can get in the way of protecting consumers
The Financial Conduct Authority's enormous rule book often stops well meaning companies from doing the right thing by their customers
9 January 2015
How do you know if you’re getting a good deal?
From buying a plane ticket to buying insurance - how do you know whether you're being offered a fair price when you make a major purchase?