How regulation is improving marketing in the UK financial services sector

This report from Henley Centre HeadlightVision for Royal Mail looks at how the Treating Customers Fairly (TCF) initiative, launched in 2004 by the Financial Services Authority (FSA), has affected consumer communications in the finance sector.

It examines one of the unexpected consequences of the growth of financial services regulation in recent years: the rise of customer-focused marketing in some of the UK’s largest banks and insurance companies.

It reviews the techniques used in customer communications and recommends how to apply them effectively.