Sorry for interrupting, this website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Learn more
Accept & Close

The Role of Trust in Financial Services - UK - October 2018

“Most people trust their financial providers to trust them fairly, but perceptions of the industry in general show that concerns over misconduct still linger. Improving communications and being more transparent in terms and conditions would be a good place to start improving this.”

– Douglas Kitchen, Financial Services Analyst

This report examines the following issues:

  • Simplify financial information to increase trust
  • Embracing Open Banking and newer challengers will drive greater trust

What you get

What's included

Why buy from us?

Succeed

Our reports will provide you with market data, consumer research and competitive intelligence to succeed in your market.

Instant Access

Buy now and you'll have instant access to the information you need to make the right decisions.

Opportunities

Find out what's next in the markets that matter to you: where opportunities lie and what challenges you will face.

Trusted

A business Superbrand, Mintel is a source you can trust. We have been defining and refining the Market Intelligence mix since 1972.

Table of contents

  1. Overview

    • What you need to know
    • Executive Summary

        • The market
          • FCA aiming to transform culture and tackle data misuse
            • Companies and brands
              • Just 19% trust financial services brands
                • Figure 1: Agreement with ‘A brand that I trust’ for brands in the financial services, beauty and personal care, drink, retail and food sectors, November 2015-May 2018
              • The Post Office is the most trusted financial services brand
                • Figure 2: Top ranking of brands in the financial services sector, by agreement with “A brand that I trust”, November 2015-May 2018
              • The Consumer
                • Building societies the most trusted financial services companies
                  • Figure 3: Extent to which consumers trust companies to treat them fairly, August 2018
                • Overcomplicated financial information the main factor causing distrust
                  • Figure 4: Factors which contribute to a lack of trust, August 2018
                • Customer service still plays a key role
                  • Figure 5: Important features for building trust, August 2018
                • Online-only banks behind tech firms in terms of trust and data security
                  • Figure 6: Trust in financial services companies to hold personal and financial data securely, August 2018
                • Consumers undecided on whether trust is improving
                  • Figure 7: Attitudes towards trust and financial services providers, August 2018
                • A quarter would trust alternative providers
                  • Figure 8: Attitudes towards trust and financial services providers, August 2018
                • What we think
                • Issues and Insights

                  • Simplify financial information to increase trust
                    • The facts
                      • The implications
                        • Embracing Open Banking and newer challengers will drive greater trust
                          • The facts
                            • The implications
                            • The Market – What You Need to Know

                              • FCA looking to tackle both culture and data misuse
                                • ‘Unreadable’ financial content causes trust issues
                                • Market Environment

                                  • Data misuse top of FCA agenda
                                    • UK watchdog opening more cases than before…
                                      • …and looking to address bank IT failures
                                        • FCA looking to transform culture
                                          • RBS Global Restructuring Group escapes punishment
                                            • ‘Unreadable’ financial services websites contributing to lack of trust
                                              • Amazon looking to increase its influence in financial services
                                              • Companies and Brands – What You Need to Know

                                                • Just 19% trust financial services brands
                                                  • The Post Office is the most trusted financial services brand
                                                  • Trust and Financial Services Brands

                                                    • Just 19% trust financial services brands
                                                      • Figure 9: Agreement with ‘A brand that I trust’ for brands in the financial services, beauty and personal care, drink, retail and food sectors, November 2015-May 2018
                                                    • Post Office the only brand with greater than 50% trust
                                                      • Figure 10: Top ranking of brands in the financial services sector, by agreement with “A brand that I trust”, November 2015-May 2018
                                                    • Non-traditional lenders dominate brands with the lowest trust
                                                      • Figure 11: Bottom ranking of brands in the financial services sector, by agreement with “A brand that I trust”, November 2015-May 2018
                                                  • The Consumer – What You Need to Know

                                                    • Building societies and banks the most trusted financial services companies
                                                      • Ownership leads to increased levels of trust
                                                        • Overcomplicated financial information the main factor causing distrust
                                                          • Customer service still plays a key role
                                                            • Online-only banks behind tech firms in terms of trust and data security
                                                              • Consumers undecided on whether trust is improving
                                                                • A quarter would trust alternative providers
                                                                • Financial Services Industry in Context

                                                                  • Building societies and banks lead the way for financial services companies
                                                                    • Figure 12: Extent to which consumers trust companies to treat them fairly, August 2018
                                                                  • Investment firms have the lowest trust rating in financial services
                                                                    • Younger generation more likely to trust financial services providers
                                                                      • Figure 13: Proportion of consumers who trust companies to treat them fairly, by age, August 2018
                                                                    • Well-off consumers more likely to trust brands
                                                                      • Figure 14: Proportion of consumers who trust companies to treat them fairly, by financial situation, August 2018
                                                                  • Effect of Ownership on Trust

                                                                    • Ownership drives trust
                                                                      • Figure 15: Proportion of consumers who trust mortgage lenders and investment firms to treat them fairly, by product ownership, August 2018
                                                                    • Increased product ownership leads to greater levels of trust
                                                                      • Figure 16: Proportion of consumers who trust financial services providers to treat them fairly, by number of financial products owned, August 2018
                                                                    • More trust in insurers among owners of health and life insurance
                                                                      • Figure 17: Proportion of consumers who trust insurance companies to treat them fairly, by product ownership, August 2018
                                                                  • Factors Contributing towards Distrust

                                                                    • Half feel misleading terms and conditions have led to distrust
                                                                      • 30% blame poor customer service and negative media coverage
                                                                          • Figure 18: Factors which contribute to a lack of trust, August 2018
                                                                      • Building Trust in Financial Services

                                                                        • Clear financial information the key
                                                                          • Figure 19: Important features for building trust, August 2018
                                                                        • Customer service still a major factor
                                                                          • Problem resolution is an opportunity to build trust
                                                                            • Regular updates resonate with investors
                                                                              • Figure 20: Importance of regular product updates and reminders in building trust, by product ownership, August 2018
                                                                            • A one-size-fits-all approach is insufficient
                                                                              • Figure 21: Repertoire of important features for building trust, August 2018
                                                                          • Trust and Data Security

                                                                            • Majority trust banks to look after their personal or financial data
                                                                              • Only one in four would trust an online-only bank
                                                                                • Figure 22: Trust in financial services companies to hold personal and financial data securely, August 2018
                                                                              • Younger Millennials place more faith in tech companies…
                                                                                • …while older generations are more trusting of pension providers
                                                                                  • Figure 23: Proportion of consumers who trust pension providers, technology firms and online-only banks to hold their personal and financial data securely, by generation, August 2018
                                                                              • Attitudes towards Financial Services Providers

                                                                                • One in four do not trust their financial services providers to be fair, open and honest
                                                                                  • Consumers split as to whether trust is improving
                                                                                    • Figure 24: Attitudes towards trust and financial services providers, August 2018
                                                                                  • Increased faith among those with greater ownership
                                                                                    • Figure 25: Agreement with statements about trust and financial providers, by number of financial products owned, August 2018
                                                                                • Trust in Alternative Providers

                                                                                  • A quarter would trust an alternative financial services provider
                                                                                      • Figure 26: Attitudes towards trust and financial services providers, August 2018
                                                                                    • Greater receptiveness among wealthier households
                                                                                      • Figure 27: Agreement with statements about trust and financial providers, by household income, August 2018
                                                                                    • Comfortable 18-34-year-olds the most likely to trust a large tech firm
                                                                                      • Figure 28: Trust in large tech firms to manage financial services – CHAID – Tree output, August 2018
                                                                                  • Appendix – Data Sources, Abbreviations and Supporting Information

                                                                                      • Abbreviations
                                                                                        • Consumer research methodology
                                                                                          • CHAID Methodology

                                                                                          The Role of Trust in Financial Services - UK - October 2018

                                                                                          US $2,552.20 (Excl.Tax)