Reynolds Busby Lee

15/01/2024

Super proud of our MD Elaine Lee this morning as she breaks the news that she has now been elected as a Fellow of the Chartered Institute of Marketing.

Whilst she's not made the New Year's Hons list (Yet!!) she does have a shiny new badge and some letters after her name.

#

21/09/2023

We are incredibly proud of the work that we do here at Reynolds Busby Lee. We work for a diverse mix of clients across the commercial and charitable sectors on a wide range of project. It all centres on Customer Experience and ensuring all customers or supporters have a positive and engaging interactions that deliver good and fair outcomes.

Our projects range from developing marketing or customer service strategies, through planning customer journeys and customer experience audits (identifying the actual experiences of your customers) and then closing the gaps, to running training on recognising vulnerability.

Whilst we think our work is amazing, we recognise that what's more important than our humble opinion, is what our customers / clients actually think. Here's the feedback from a client whose team we trained recently on recognising vulnerability and making reasonable adjustments.

Send a message to learn more

27/06/2023

In today's blog Jacqui Workman highlights the importance of refresher training and why it's crucial vulnerable customers receive the same ‘good’ outcomes as non-vulnerable customers
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https://www.reynoldsbusbylee.com/blog/why-refresher-training-is-important

15/06/2023

More than half (52%) of bank customers with disabilities feel that branch closures have negatively affected their ability to access vital banking services, according to a Which? survey

Consumer group Which? carried out research among more than 2,700 bank customers with disabilities.

12/06/2023

An interesting read Your Money although the report found that 12% of advisers said they had seen no vulnerable clients in the last year. This would be unusual, so if you're team needs help identifying and supporting your vulnerable clients please get in touch.

[email protected]

Number of vulnerable clients doubles in a year, say later life mortgage advisers https://www.yourmoney.com/retirement/number-of-vulnerable-clients-doubles-in-a-year-say-later-life-mortgage-advisers/



more2life - the later life lender

Later life advisers’ ability to identify vulnerabilities in clients has got better, as fewer report seeing no issues at all, a survey from a later life lender has found.

08/06/2023

An interesting read IFA Magazine Although it's worrying that there's still plenty of misconception out there in the run up to Consumer Duty.

Why wealth won’t insulate against financial vulnerability https://ifamagazine.com/article/why-wealth-wont-insulate-against-financial-vulnerability/

With Consumer Duty creeping closer, Tim Farmer, Clinical Director at Comentis, addresses the widespread misconception that it isn’t possible for wealthy

05/06/2023

Research carried out by Carers Week shows that providing unpaid care has had a negative impact on the health and well-being of 8 million people in the UK.

With this in mind, are you really able to recognise and support your vulnerable customers and employees?

If the answer's no or you're unsure - contact us:
[email protected].

🔍❌ Our new Carers Week research reveals 19 million people in the UK have provided unpaid care, but haven’t identified as a carer. Many simply see themselves as a parent, partner or friend.

This means millions could have missed out on vital support and information to help them care. It’s essential the government and healthcare professionals properly recognise unpaid carers for the vital contribution they make to their communities and our wider health and social care system.

Our research also shows that providing unpaid care has had a negative impact on the health and wellbeing of 8 million people in the UK. Too often caring comes at the cost of your own health.

We’re calling on the government to provide greater support for carers. Join us and write to your MP today 👉 https://carersuk.e-activist.com/page/129142/action/1?ea.tracking.id=CW-fb

Read more about the research 👉 https://www.carersweek.org/about-carers-week/latest-news/posts-folder/2023/june/i-care-carers-week-report-on-unpaid-carer-identification/

30/05/2023

Are you Consumer Duty ready? According to this report, there's still work to be done. And that's where we come in... [email protected]

AKG: Financial Education and Closing the Advice Gap ‘Key to Tackling Vulnerability

“The issues of financial wellbeing, financial education, and vulnerable customer all play to the strengths of advisers and how they’ve been serving clients

22/05/2023

It appears more customers are venting their frustrations at front-line staff.

Find out why, and how our training can help your business or organisation recognise and support your vulnerable employees and customers in today's blog

https://reynoldsbusbylee.com/blog/a-crisis-in-customer-service

16/05/2023

Thursday marks the 12th Global Accessibility Awareness Day

The purpose being to get everyone talking, thinking and learning about digital access and inclusion, and the more than One Billion people with disabilities/impairments worldwide.

This is something we champion every day of the year! So we'd like to ask - what are you doing to ensure you're treating all of your customers fairly?

https://reynoldsbusbylee.com/understanding-vulnerable-customers

16/05/2023

We are the home of Mental Health Awareness Week - but what is it?

We started the week over 20 years to raise awareness and tackle the stigma surrounding mental health.

Every year in May, the UK can come together to campaign for the prevention of mental health problems, so join in. Get involved. Show your support for good mental health, for yourself and for others. 💚

Learn more about the week here: https://www.mentalhealth.org.uk/our-work/public-engagement/mental-health-awareness-week-about