Bringing the voice of your customers into your boardroom and working practices

The Rising Cost of School Uniforms in the UK: An Unaffordable Necessity

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It’s that time of year in England when social media news feeds are filled with pictures of children standing by their front doors wearing their school uniform as they head back to school. But those uniforms have been causing me concerns.

Earlier in the summer, I read this BBC news article about Parent’s giving up their family holiday, due the need to save for school uniform costs. This article reports that parents are spending approximately £422 on Secondary, and £287 on Primary uniforms – not including branded items which cost more. As mum to three children, the rising cost of school uniforms has not escaped me.


Our latest infographic – Financial Vulnerability in the UK - published as Consumer Duty goes live

 Financial Vulnerability in the UK

Consumer Duty from the Financial Conduct Authority is now in place, so it seems like the appropriate time to share our latest infographic about the uphill climb faced by many vulnerable customers experiencing financial vulnerability in the UK. The FCAs’ Financial Lives survey from May 2022 showed a significant increase in the number of UK adults experiencing low financial resilience – up to “1 in 4 (24%) of all UK adults who could quickly find themselves in difficulty if they suffer a financial shock”. The FCA advised that “this result is much worse that we recorded in our February 2020 Financial Lives survey”.


Why Refresher Training Is Important


A person writing on a post-it notes attached to a board during a training session

The Consumer Duty requirements from the Financial Conduct Authority (FCA) are now just weeks away from the first implementation date for new and current products and with it brings a renewed focus on vulnerable customers. FCA regulated firms are now required to ensure that vulnerable customers receive the same ‘good’ outcomes as non-vulnerable customers and firms must be able to evidence this. 


A Crisis in Customer Service

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A report issued on 18th May 2023, from the Institute of Customer Service has highlighted that "mounting abuse directed at customer-facing staff is causing a retention crisis, with a record 44% of employees contemplating leaving their roles.*"

Over 40% of customers are reported as increasingly venting their frustrations at front-line staff through verbal harassment, insults, threats and in some cases physical violence. 


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