Education holds the solution to industry fairness headache

Treating customers fairly seems a straightforward concept, but it's turning into a huge headache for...

Treating customers fairly seems a straightforward concept, but it's turning into a huge headache for the industry - intermediaries, distributors of financial products and manufacturers of them alike. The problem, as even the FSA notes, is that it is a broad concept and an intangible one at that. On one hand the regulator wants to promote competition in the industry while on the other it wants groups to be a lot more careful in the way they address customers - avoiding a recurrence of issues such as split caps. More strenuous market testing of products seems a given but there are other issu...