According to the FCA’s Treating Customers Fairly initiative, all financial firms must consistently show that the fair treatment of customers is at the heart of their business model.
Yet just half (52%) of customers who hold one or more financial services products believe that the industry currently treats customers fairly.
It represents a huge disconnect between financial services operations and the FCA’s initiative. But how do business effectively ensure (and demonstrate) the fair treatment of customers is part of a business-wide culture?
In this research article Maru/edr Client Development Director Rod Newing explores the current treatment of financial services customers and uncovers how best to measure and embed customer fairness.