British bank branches are often far behind the levels of innovation and service demonstrated by their international counterparts. British banking expert David Cavell argues that the way forward means coming to terms with flexible markets and an ever-changing customer base, while committing to practical, straightforward solutions that will lead to better served consumers—and better branch bottom lines.

The current retail distribution system is plagued by low financial capability, overly-complex products, and low levels of trust in the industry.  Supported by the findings of their major consumer research project that has spanned 18 months, Nick Hurman of AEGON argues that consumers can become engaged and confident with financial services—if the industry changes how it talks to them.

The UK insurance gap is growing, and Drs Henry Stott and Stian Reimers argue the way forward for modern insurance is to provide peace of mind through a better understanding of consumer psychology.

Ann Rossiter of the leading think tank the Social Market Foundation proposes a radical social security system that addresses the protection gap and employment insecurity suffered by UK workers. This paper summarises a detailed research project undertaken recently by the SMF and sponsored by global insurer Genworth Financial.

Financial services consumer advocate Mick McAteer provides a consumerist insight into the challenge of increased longevity on the insurance industry.