ROAR Insights.

Insights ¦ Digital design in customers’ online journeys: good practice and areas for improvement

Published by: Financial Conduct Authority (FCA) Search for original: Link Key Take Aways Digital platform design significantly influences customer understanding and decision-making, with good design supporting positive outcomes and poor design leading to rushed or misinformed decisions. Firms that proactively review and update their digital journeys demonstrate better alignment with Consumer Duty expectations. Designing journeys tailored for different customer groups, including vulnerable and non-standard customers, enhances support and compliance. Inclusion of friction points within digital journeys can effectively encourage customers… Read more

Insights ¦ July 2025 Money Statistics

Published by: The Money Charity Search for original: Link Key Take Aways UK consumer debt has increased significantly, with total personal debt reaching £1,903.3 billion in May 2025, highlighting heightened credit utilisation among households. The average credit card debt per household is £2,616, with outstanding unsecured debt contributing to ongoing financial vulnerability. Changes in interest rates, including the Bank of England’s reduction of the base rate to 4.25%, have not yet translated into a reduction in high borrowing costs, especially… Read more

[INSIGHTS]: Ofgem Debt Strategy – Next Steps

Ofgem published their Debt Strategy back in 2024 and have just released a proposal on their debt relief scheme (below). Updates in the Autumn.https://www.ofgem.gov.uk/call-for-input/debt-strategy-next-steps The energy crisis has led to unprecedented levels of household energy debt, necessitating industry-wide reset and reform.A targeted £0.5–1bn debt relief scheme is proposed to assist vulnerable customers in severe hardship, aiming to reduce accumulated debt from the crisis period.There is an urgent need to establish a ‘debt guarantee’ to standardise customer support, ensuring proactive, compassionate,… Read more

Insights ¦ Consultation Paper CP25/23*** Deferred Payment Credit (unregulated Buy Now Pay Later): Proposed approach to regulation

Published by: Financial Conduct Authority Search for original: Link Key Take Aways The FCA is establishing a proportionate regulatory framework for Deferred Payment Credit (DPC), currently known as Buy Now Pay Later (BNPL), bringing it into the FCA’s regulatory perimeter from July 2026. The regime relies on expanding existing high-level standards, including the Consumer Duty, alongside bespoke rules to address current gaps posed by legislation and market practices. A core focus is providing consumers with clear, timely, and effective information… Read more

Insights ¦ Engagement Paper Proposal for AI Live Testing

Published by: Financial Conduct Authority Search for original: Link Key Take Aways The FCA aims to become a smarter regulator by leveraging technology and fostering responsible AI adoption in UK financial services. Introduction of AI Live Testing within the FCA’s existing AI Lab to support safe, responsible deployment of AI models in live markets. The regulatory approach is principles-based and outcomes-focused, relying on existing frameworks to support innovation without additional regulation. The initiative seeks to build confidence in AI model… Read more

Insights ¦ Consumers’ attitudes towards standing charges

Published by: Ofgem Search for original: Link Key Take Aways Most consumers perceive standing charges on energy bills as somewhat or very unfair, with nearly two-thirds holding this view. Conversely, the majority perceive unit rates as fair, indicating differing consumer attitudes towards various components of energy pricing. A significant portion of consumers exhibit confusion regarding the trade-off between standing charges and unit rates, with almost a third perceiving both as unfair and fair simultaneously. Preferences lean towards removing or reducing… Read more