The FCA wants to know how you use vulnerability data. Do you have a good answer?
Identifying vulnerable customers is only the beginning. What matters is what happens next. If your vulnerability data is not driving different outcomes, it…
Inclusive design is not what you think it is
Many firms hear ‘inclusive design’ and think accessibility. Or they think it is a user experience (UX) exercise. It is…
What your complaints data is not telling you about vulnerable customers
Complaints are the insight source most firms rely on first. But if complaints data is the only lens you are…
Your Consumer Duty Board Report: beyond the checkbox
The Consumer Duty Board Report was meant to be a moment of honest reflection. For too many firms, it has…