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Uncovering poor industry practice to tighten sector regulation & protect the consumer

Research and Insights
Thought leadership creation
Advocacy and public affairs
Cycle to Work Scheme

The funeral plan market suffers from non-regulation which breeds poor conduct in the form of misleading sales practices & a lack of consumer understanding & protection. In order to raise industry standards, our client wanted to uncover the shortfalls of the sector in which it was operating to advocate for tighter regulation from trade bodies.

We created a research brief that incorporated:

  • A mystery shopping exercise to examine the funeral sales call process
  • Supervised hall tests
  • 500 telephone interviews with funeral plan holders

The research uncovered a wide range of problems in the sector: a lack of clarity around plan types, industry terms, scale of costs and safety of consumer money.

The resultant report called for an urgent need for greater regulation and the campaign contributed to the Financial Conduct Authority announcing that the sector would become regulated from July 2022.

Alex Plumb

Partner and Head of Research
020 7222 9500

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