Insights

Simon Cavell & Tim Swinson

07 February 2024

Consumer Duty: The case for (ongoing) change

Consumer Duty has already resulted in a significant change programme for many firms, requiring a full review of all products and services along with resulting work to prevent foreseeable harm. With six months until the final implementation deadline of July 2024, the finishing line appears to be close.

Simon Cavell & Emma Archondakis

30 January 2024

Telling the story: Clear communications, understanding, and good customer outcomes

Clear communication and understanding is central to delivering good outcomes. But for many customers, comprehension is a substantial barrier to overcome. It can be challenging to fully understand the intricacies and implications of the financial products they use and may need.

Guy Broad

Financial Services Consulting Senior Manager

Connect on LinkedIn

23 January 2024

Consumer Duty: Measuring & managing outcomes

More than just compliance, ensuring good customer outcomes is a powerful way for firms to differentiate their brand in a crowded marketplace. As customers actively seek out organisations who share their values, good outcomes can create a real competitive advantage.

Angus Winning

Analyst

15 January 2024

The Practicalities of Demonstrating Fair Value

What is value for money? Do customers know when they receive it? Most businesses would claim they offer it, but how would they prove it? That’s the challenge laid down by the Financial Conduct Authority (FCA), who have lost no time in probing this concept. Angus Winning, Consulting Analyst, explains further.

Simon Cavell

Consulting Director

08 January 2024

A Happy New Year? Supporting Customer Vulnerability

The month of January brings fresh hope for the year ahead – resolutions made, dry January, booking a summer holiday. However, for many, the hangover from Christmas will include credit card bills, higher borrowing costs, and continuing Cost of Living pressure.

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