Scotland’s financial services sector has launched its second Changing Customer Needs report spotlighting the sector’s ongoing commitment to improving customer outcomes against a backdrop of changes to the economic, regulatory and industry landscape. The report highlights the financial services sector’s response to evolving customer requirements across Scotland, and examples of collaboration and innovation that are already making a difference to customer outcomes. 

Scotland’s financial services sector has this week launched a new report into the evolving needs of customers, and how the sector is responding to changes in the economic, regulatory and industry landscape.

Origo Chief Executive and SFE board member, Anthony Rafferty has shared an insight blog with us diving into the importance of a company having a why. In the blog Anthony shares examples of his business Origo’s why and also expresses the need for no more paper-based processes in the workplace whilst providing examples of what Origo are doing to address this.

The report comes amid continuing financial pressure on households, with stubbornly high inflation and rising interest rates causing hardship across Scotland and the rest of the UK.

In our latest insight blog, Lindsay Lee, Senior Associate in Banking and Finance at Brodies, outlines the support, advice and information that is still available to firms regarding the Consumer Duty, the next steps that firms should be taking and how the FCA might approach non-compliance.

On the back of the Vulnerable Customer Summit we hosted back in May, Nile have kindly shared a blog with us, breaking down the key topics of the day, which also includes the key challenges we as an industry face to overcome these issues and ways in which we as an industry can better collaborate.

Summit brings together SFE members from across the Retail Banking and Life & Pensions sectors to share customer vulnerability best practice

Anthony Rafferty, CEO Origo, discusses the use of antiquated technology in an age where fintech is delivering ever more innovative solutions.

Her role on the board will include sponsoring SFE’s strategic focus on changing customer needs, a key theme for SFE members, particularly as the cost-of-living crisis continues to impact on customers across Scotland.

Recent findings from the 2022 Bereavement Index conducted by software firm Exizent hasve shown that financial services could – and should – be doing more to support bereaved individuals.