doug taylor financial services chief advocate. consumer principles access value for money consumer...
TRANSCRIPT
Doug Taylor
Financial Services
Chief Advocate
Consumer Principles
Access
Value for Money
Consumer Influence and
RepresentationChoice
Information and
Education
Redress Safety
Quality
The one improvement consumers want…
1. Rewarding loyalty, rather than new customers 41%
2. Scrapping overdraft charges 18%
3. A person answering the phone, not a machine 13%
4. Not selling me additional products when I visit or call 9%
5. A portable account number 5%
Taken from internal research
54% of people were offered an additional product or service the
last time they contacted their bank
4 in 10 felt that the product or service offered were not suitable for their needs
What gets offered?
Upgraded current account
Insurance
Consumer Concerns
Commission driven sales
Bonuses for mis-selling
Personalised appropriate sales
Senior executive rewards
Product based incentives
Transparency
Incentivisation
Sales
Complaints
Customer Service
Regulatory Oversight
FSA Retail Conduct Risk
Outlook
FSA Thematic Work
The three Primary interest groups
Customers
Shareholders
Staff and Management
Regulatory Reform
Future of Banking Commission
ResolutionDepositor Protection
Separation
Consumer ProtectionPrudential
BoardsRemunerationGovernance
- Structural
Regulation -
- Culture
Consumer IssuesSales incentives
Charges
Switching
Loyalty
Compensation schemes
Complaints
Management incentives
Any Questions?