James Daley on Fairer Finance and raising standards in financial services customer experience – MAF116

My guest in this episode is James Daley from Fairer Finance.

We talk about raising standards in financial services customer experience.

Welcome to episode 116 of the Marketing and Finance Podcast.

raising standards in financial services customer experience

What you’ll hear about in this episode

  • How ratings help customers pick companies on factors other than price
  • Getting beyond blissful ignorance to find out what customer service is really like
  • The insurance power of three – claims stats, Ombudsman complaints, and transparency
  • Why you have to move beyond “legally watertight” to focus on what is fair for the customer

Who is James Daley?

James has been a financial journalist and consumer rights campaigner for more than 16 years. In March 2014, he launched a new consumer group and financial consultancy – www.fairerfinance.com. Their tables rank financial services companies based on how they treat their customers, how good they are at handling complaints and how transparent they are. These ratings are designed to help customers of insurers and banks look beyond price – and also to encourage companies to compete on service and transparency.

Fairer Finance makes its money by changing the industry from the inside out – working with companies to create clearer documents, and more transparent customer journeys.

Fairer finance isn’t trying to villainise the industry, it’s dedicated to raising standards.

James believes companies shouldn’t just tell their customers they’re fair and good – they should show it.

James’s links:

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