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Understanding our Everyday Finances

Which? is aiming to make sure consumer interests are at the front and centre of the changes happening in the world of banking and payments.

The way we bank and spend our money is changing at an unprecedented pace. Since Which? first published its magazines over 60 years ago, we have gone from a world reliant on cash to one dominated by cards and contactless payments. From a world with banks on every high street to one with banking apps on every phone.

The wonderful world of tech

For many this is a world in which banking is easier - just a few taps on your smartphone can see you doing almost anything from paying for your groceries to paying in a cheque, from giving your friend a fiver to setting up a standing order.

But this world of tech-based banking is not yet for everyone and Which? is concerned that there are people being left behind by industry as they compete for the attention of the digitally engaged consumers.

What is Which? doing?

Which? is aiming to make sure consumer interests are at the front and centre of the changes happening in the world of banking and payments. We will achieve this through our advocacy work and by engaging with the government, regulators, industry bodies and businesses.

In order to advocate effectively on behalf of consumers, we need to know more about what consumers need for their day-to-day banking and spending, how they feel about the changes and structural shifts that are taking place in the banking and payments markets and whether consumers feel ready or are willing to step into this new and increasingly digital world.

For this reason Which? has, over the last three months, spoken to almost 120 people around the country in a large scale piece of deliberative research to find out what they need from their banks and how they feel about the changes taking place around them.

 

There are already some key findings emerging from our work, with consumers making it clear they want the choice to bank and pay in a way that meets their needs. Many consumers have also raised concerns about the speed at which things are changing and are worried about those who might get left behind.

To find out more, to register your interest in our research, or to get in touch with our team email everydayfinances@which.co.uk 

You can view the scoping review we conducted at the beginning of this project: 

Everyday banking and payments services 366 Kb | 09 Aug 2019