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Consumer support. Customers are not provided with products that perform as they have been led to expect, and the associated service is not of an acceptable standard and as they have been led to expect. Customers are not provided with support that meets their needs including those with characteristics of vulnerability. Customers do not receive appropriate warnings on customer journeys to mitigate the risk of harm and give them sufficient opportunity to understand and assess their options, including any risks. Customers face unreasonable barriers (including unreasonable additional costs) during the lifecycle of the product or service. Examples. • Charges are not set up correctly. • Delays to transfers out, money out, applying money in. • Customer service has not been up to scratch. • Managing customer expectations. • Box related errors / price corrections. • Incorrect rebalance. • Anything requiring a price comparison. Consumer understanding. Communications are not written in clear and simple language but contain technical jargon that would not be understood by customers. Customers are not kept appropriately informed throughout the lifecycle of the product and customer journey. Communications are inaccurate or do not provide important information required for customers to make decisions that are effective, timely and properly informed. Communications do not take into account the characteristics of customers intended to receive the communications e.g. Vulnerable Customers. Examples • Wrong information provided on the phone. • Not sending statements on a timely basis. • Illustrations being incorrect, wrong projection rates. • Incorrect disclosures or inaccurate information in a letter. Price & Value. Poorly designed products and services that are unlikely to provide good value at any price. The price the customer pays for a product or service is not reasonable compared to the overall benefits (the nature, quality and benefits the customer will experience considering all these factors). Examples • The actual charge itself, whilst not incorrect, is under investigation as may not represent good value (this is a completely different situation to charges being incorrect which would come under support). • Investment fund not performing e.g. not providing a good investment return. Products & Services. Failure to ensure that customers are central to every stage of the product/service lifecycle and that vulnerability is taken into consideration at all stages. Products and services have been poorly designed or have been distributed to those they were not designed for. Lack of regular reviews of products and services considering a range of factors including target market, nature and complexity of the product/service, the nature of customer base and any indicators of harm. Examples • Will tend to be restricted to a propositional issue e.g. product issue is unfair.