Designing bereavement around people, not paperwork: Surviving the FCA review

When the FCA announced its multi-firm review into bereavement processes, I was not surprised. I was relieved. For years, those of us working directly with bereaved people have watched financial services firms struggle to provide a good service - not because of bad intentions, but because the system was never designed with death in mind.  Accounts get frozen. Letters arrive addressed to people who died three months ago. Families are asked to provide the same death certificate to five different departments in the same organisation.  Advisers, who know their clients better than anyone...