Insights

We speak to a lot of people across a variety of different firms. When we come across something that we think is interesting we will write about it and put it here. If you want to talk more about any of these subjects then please do get in touch with us, we are always more than happy to discuss hot topics in our field.

Identifying vulnerability

We explore who vulnerable customers are and how financial firms can provide greater care and attention to these customers.

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Final Payment Protection Insurance Rules & Guidance

The FCA has now published PS 17/03 detailing the final PPI rules and guidance, here we explore their decisions and what this means for our clients.

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What’s the mark of quality?

Who is responsible for quality checking and assurance in your firm? Can that person influence any of the areas being checked? How do they manage the conflicts of being both poacher and gamekeeper? One of the more common challenges firms face when implementing a Quality Assurance (QA) team is how to ensure that team operates […]

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Vulnerable Language

The language used when talking to customers is important; this is even more true when those customers are in potentially vulnerable circumstances and are being asked to provide delicate and personal information.

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Understanding how to understand

There have been many allegations of mis-selling over the last few years. Before understanding how to prevent this in the future, we need to understand why it happened in the past. It isn’t feasible to suggest many thousands of sales people took it upon themselves to mis-sell products in the same way, so how else could […]

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What do customers want?

What if customers don’t just want value for money? What if customers don’t want more information? Barely a day seems to go past at the moment without customers of another industry being warned they could get a better deal. Whether it’s mobile phones, gas, electric, current accounts, savings or investments. The proposed solution for this […]

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Robo-advisers – do androids dream of eclectic OEICs?

Much has been said over the last few months about the growth of ‘robo-advisers’ providing investment guidance; even more so in the days since the Financial Advice Market Review (FAMR) was published. Much of the industry conversation about robo-advisers has focussed on where the liability for this guidance ends and draws the distinction between firms […]

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Are your customers vulnerable?

In February 2015 the FCA published Occasional Paper 8, which details best practice for dealing with customers in vulnerable circumstances. It also provides a series of quite startling statistics about the number of customers who are in vulnerable circumstances. These statistics raise a number of very interesting questions about providing products and services to these […]

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CONC’ed out

The FCA took over responsibility for regulating consumer credit firms in April 2014. Since then all of those firms will have experienced the differences in regulatory approach between the OFT and the FCA. Some firms will have been able to embrace the changes more readily than others. This is understandable. Consumer credit, for the most […]

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Living in a material world

“Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a person about the provision of, or failure to provide, a financial service or a redress determination which alleges the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.” For a statement which, on the […]

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