Practise what you preach

Since the vast majority of COVER's interviews take place at the magazine's head office, it is a refreshing change to be sitting in a Financial Services Authority (FSA) boardroom that overlooks Canary Wharf as Nausicaa Delfas, the body's head of Treating Customers Fairly (TCF), outlines the new regulations' core principles. "The key issues in relation to protection and health insurance," she explains, "are that customers are really clear about what they have bought; they understand what the exclusions are; that the information is clear, fair and not misleading; and that they can make a com...