Provider service quality, claims timescales and Consumer Duty

"We still need to do more to reduce complexity in our industry"

"Protection advice more than ever has been budget driven"

On life and critical illness cover

"Despite my optimism, I am very mindful of the continuing challenges"

Due to external influences

Consumer Duty, cost of living and consolidation

In the next three months

Affordability was most important factor

“To enhance our customers’ journey”