Tag Archives: financial services

Inclusive Design in Essential Services

A new programme of research,  led by Fair By Design and the Money Advice Trust,  explores the issue of inclusive design in credit, insurance, energy and other essential services markets. The Inclusive Design in Essential Services project will publish two reports in 2020 on how regulators and businesses can adopt inclusive design strategies in their work. 

Moving Forward Together on Consumer Experience

UKRN, with the FCA, Ofcom, Ofgem, Ofwat and CCWater, have worked together to develop a set of performance scorecards to measure the customer experience across key sectors. You can now access the scorecards for financial services, communications, energy, and water in one place – with consumer metrics covering service quality, price differentials and satisfaction levels.

#esanevent stimulates debate on consumer voice

On Wednesday 2 November, 18 speakers and 92 delegates came together at the iconic BT Tower for the ESAN Conference: How can the consumer voice be better heard in the regulation of essential services?  “Fantastic speakers, great content, excellently chaired”   #esanevent
Earth Hour

FCA publishes review of mortgage arrears handling

FCA_logo.2The review looked at how firms treat customers in arrears or financial difficulty.  This is of particular concern as the possibility of interest rate rises looms.  The review finds that arrears management in firms has improved since the last review. However, mortgage lenders and administrators need to place greater emphasis on delivering consistently fair outcomes for customers based on their individual circumstances.

FCA is working with industry to help them improve their practices. This includes better support and empowerment of front-line staff and greater flexibility to support fair treatment of individual customers, based on their specific personal and financial circumstances.  FCA also wants firms to take proactive steps to identify borrowers who could be susceptible to potential interest rate rises and have strategies to treat these customers fairly.

 

Read more here.