Category Archives: Trust in financial services

I’ll be amazed if you read this!

It’s annoying isn’t it: half way through signing up to some online payment provider, or a music download service, you have to click “I agree”. And of course we always agree and we haven’t actually read what we are agreeing too. In fact at Think Money we recently did some research* into just this topic. […]

Killing you softly – Barclays and Standard Life Bank

When Standard Life Bank first launched we were big fans. It was one of the first with flexible mortgages – Freestyle – and we took one of those out with it, with the majority of the transaction being completed quickly and easily online and over the phone. We also opened a number of its Direct Access […]

First direct’s CEO Matt Colebrook talks social media with themoneymuse

When we first sat down to talk about creating a new direct bank we had a blank piece of paper in front of us. In the middle of it, we wrote the word “customer” and drew a circle round it – that was the first document first direct ever produced. Why start an article on […]

Doing right by customers

Aviva’s brand seems to be everywhere these days. It pops up regularly during ITV Drama (which it sponsors), its TV ads with Paul Whitehouse are high profile, and it is sponsoring premiership rugby. Indeed Aviva’s website trumpets its “first global brand campaign, demonstrating our commitment to putting customers at the heart of our business”. And […]

What’s the point of the NatWest Customer Charter?

It seems that you can’t switch on the television at the moment without seeing an advert for the NatWest Customer Charter.  The Charter runs to 14 commitments spread across four categories like ” We are committed to making banking easy”. So what’s it all about and why are they doing it? For me NatWest is […]