Money Marketing’s Weekly Must-Reads: Top 10 Stories
Catch up on this week’s essential headlines from the world of financial services, including the House of Lords calling for reforms to the Financial Ombudsman Service, and new research reveals that over two thirds of advisers are ready to “break up” with their CRM system.
Michelle Hoskin: If they matter to your business, tell them before they leave
Michelle Hoskin, CEO of Standards International and co-founder of The Business and Operations Management Network, argues that businesses often wait until people are halfway out the door before showing they care — be it customers, employees, or partners. Reactively offering perks or attention when someone threatens to leave is too little, too late.
Instead, she urges companies to build consistent habits of recognition and appreciation, nurturing relationships through everyday actions. True loyalty and retention stem from presence, not panic, and from making people feel valued all the time — not just when they’re about to walk away.
Lords urge FOS reform to reduce regulatory uncertainty
The House of Lords has called for urgent reform of the Financial Ombudsman Service (FOS), warning its quasi-regulatory role creates legal uncertainty and deters investment.
Peers said FOS decisions risk setting precedents without proper accountability, straying from its original dispute resolution remit. They urged legislative changes, clearer FCA guidance and a review of the Consumer Duty to prevent further regulatory confusion and overreach.
Two thirds of advisers ready to ‘break up’ with their CRM systems
New research from Twenty7tec and Smart Money People shows 69% of advisers are ready to ditch their CRM systems, citing poor satisfaction, lack of integration and limited support for compliance and profitability.
Client portals and automation are high on their wish lists, but concerns over switching costs and system compatibility remain major barriers. In response, Twenty7tec is developing a single, end-to-end platform to simplify the advice process, aiming to replace fragmented tools with one streamlined system that prioritises usability, integration and client communication.
Octopus Money CEO awarded OBE in King’s Birthday Honours List
Ruth Handcock, CEO of Octopus Money, has been awarded an OBE in the King’s Birthday Honours for services to financial services and investments. A passionate advocate for accessible financial advice, Handcock has led efforts to democratise money help through Octopus Money, now supporting over 200,000 UK employees.
Her career includes leadership roles at Octopus Investments and Tandem Bank, as well as founding a school-supporting charity in Sierra Leone. She continues to challenge the industry’s failure to close the advice gap, urging a shift towards inclusive, personalised financial support.
New Iress partnership promises seamless adviser workflows
Iress has launched the Iress Partnership, a strategic initiative to enhance its UK Wealth business by co-developing integrated solutions with selected third-party tech providers. Moving beyond basic connectivity, the programme focuses on long-term collaboration, joint development and unified user experiences.
PlannerPal, an AI-driven advice platform, is the first partner, integrating deeply with Iress’s Xplan to streamline adviser workflows. Only a few partners will be admitted annually, with selection based on alignment in security, compliance and product vision, aiming to deliver seamless, intelligent solutions for advisers and clients alike.
‘Let us get on with it,’ advisers tell MPs
Conservative MP Alan Mak has called for “light touch, innovative regulation” to drive future success in UK financial services, urging regulators to let firms operate with greater freedom. Speaking at the TISA Big Picture Conference, he highlighted the growing regulatory burden and stressed the potential of AI to empower retail investors and fuel growth.
Mak warned the UK is losing its edge in AI leadership, once ranked third globally. His comments coincided with the FCA’s launch of a new AI sandbox in partnership with Nvidia, aimed at accelerating safe innovation through enhanced data access and regulatory support.
Half of advice firms segmenting clients ahead of Advice Guidance Boundary Review
Half of UK advice firms are reassessing how they segment clients as they prepare for the FCA’s upcoming Advice Guidance Boundary Review, according to new research from Dynamic Planner. The survey of over 400 advice professionals found that most firms see the regulatory changes as a growth opportunity, with 47% identifying simplified advice as a key area for expansion and 40% highlighting targeted support.
Smaller firms are particularly focused on simplified models, while larger firms are taking a more cautious approach. Many are already preparing by adjusting segmentation, client acquisition strategies and tech systems. Dynamic Planner says tech and AI will play a vital role in helping firms deliver more personal, compliant and accessible advice at scale.
Schroders appoints executive vice chair and other senior hires
Schroders has made four senior appointments to bolster its client-first strategy, naming Karine Szenberg as executive vice chair and hiring Matt Oomen as global head of client group, while Gopi Mirchandani becomes head of client group, Asia, and Jason Yu is named Hong Kong country head, pending approval.
The moves aim to deepen client relationships and support global growth amid rising adviser focus on wealth transfer.
SS&C to power Wesleyan’s new digital-first wealth platform
Wesleyan Assurance Society has selected SS\&C Hubwise to develop a new digital-first wealth platform, aiming to expand its investment and retirement offering for advisers and clients.
Launching with a pilot group in June 2025, the platform will feature a centralised interface and support from SS\&C under the Wesleyan brand. This move builds on a 20-year relationship and follows a competitive tender, with SS\&C leveraging its rapid UK platform growth and existing role as transfer agent for Wesleyan’s funds.
Gillian Hepburn: What does the Schroder Adviser Survey tell us about the value of advice?
Following the Consumer Duty, advisers find pricing easy but defining the value of advice challenging. Schroders’ survey shows advisers helping clients navigate market volatility and pension changes driving early wealth transfers.
Despite attractive cash rates, long-term investing remains key. Growing AI use may lower costs and expand adviser capacity, while lighter-touch services aim to reach more clients. The survey highlights advisers’ vital role in delivering value now and going forward.
