More than half of financial services customers believe providers treat consumers unfairly, according to research by digital customer feedback consultants Maru/edr.
The research, which looked into the perceptions and experiences of financial services customers, revealed about half (52%) believe firms treat consumers unfairly. The researcher interviewed 1,000 independent customers who held at least one financial product in the UK. It tested key components of the Financial Conduct Authority's (FCA) treating customers fairly (TCF) policy by questioning respondents about their experiences of financial service providers. The survey found just 45% of customers said they were asked for feedback in the previous 12 months, with more than four-fifths (84%)...
To continue reading this article...
Join Professional Adviser for free
Signup and gain exclusive members-only insights
- Unlimited access to real-time news, industry insights and market intelligence
- Stay ahead of the curve with spotlights on emerging trends and technologies
- Receive breaking news stories straight to your inbox in the daily newsletters
- Make smart business decisions with the latest developments in regulation, investing retirement and protection
- Members-only access to the editor’s weekly Friday commentary
- Be the first to hear about our events and awards programmes
