Our research reports take a close look at important issues in the industry.

14 June 2019

Defining excellence in banking customer service

Our report looks to understand what factors determine customer satisfaction amongst UK bank account customers, and why switching levels remain low.

17 December 2018

Gift cards: the gift that should keep on giving

The vast majority of gift cards still have expiry dates. And there's no protection for consumers if a company goes bust and you're left holding one of their cards.

25 October 2018

Full disclosure: fixing the UK savings market

After a review into the savings market, the FCA suggested the introduction of a Basic Savings Rate. But is this really the answer? Our report considers the impact this might have and suggests alternative approaches to address problems in the market.

26 April 2018

The road to regulating prepaid funeral plans

Our report looks in detail at possible routes towards statutory regulation in the prepaid funeral plan market.

8 February 2018

Misbuying Insurance

Our research report reveals a mismatch between what customers expect from insurance and what it delivers.

6 July 2017

Is the prepaid funeral planning market working well for consumers?

This report investigates the prepaid funeral plan market, revealing misleading sales practices, lack of consumers understanding and lack of regulation. An additional lack of transparency results in an urgent need of regulation to prevent a Farepak-style scandal occurring.