Purpose – The “digital divide” between the “haves” and the “have nots” in the developed world is now less about access to the web than it is about understanding how to actively participate in the networked society. The paper shows how people with the skills, time and confidence to...

Purpose – The purpose of this paper is to explore how retail organizations serve heirs attempting to settle estates, suggesting that companies providing minimal customer service risk driving away future business, while those companies that seek solutions to ease the estate settlement process...

Purpose – Banks have worked hard to improve their bottom‐line performance by focusing relentlessly on cutting costs. The effort made banks leaner, but essential as those efficiency gains have been, they did little to reduce costly customer defections. This article demonstrates that banks'...

Purpose – Unprecedented complexity is reshaping the financial services industry and presenting formidable challenges to financial services leaders and their organizations. “Sensemaking of Complexity: Leadership in Financial Services,” highlights seven leadership principles that could help...

Purpose – This paper seeks to examine the concept of stewardship within the context of the financial services industry. Design/methodology/approach – The paper explores the historical and current significance of stewardship in the field of financial services through an analysis of the...

The Financial Services and Markets Act 2000 (the Act) establishes extensive investigative powers and disciplinary powers that may be exercised by the Financial Services Authority (FSA) in certain circumstances. The Act further empowers the FSA to take disciplinary action against approved...

Purpose – Seeks to present the personal viewpoint of the chairman of the Committee of European Banking Supervision (CEBS) on the opportunities for convergence afforded by the BASEL II capital framework. Design/methodology/approach – Highlights some of the initiatives under way in CEBS that...

Purpose – The article's aim is to report and comment on the High Court case Spreadex Ltd v. Sekhon . Design/methodology/approach – The article outlines the facts surrounding the case and comments on the ruling. Findings – The High Court rules that a customer who opted from private to...

Purpose – The article's aim is to report and comment on the Court of Appeal case Shore v. Sedgwick Financial Services Ltd & Others . Design/methodology/approach – The article outlines the facts surrounding the appeal and comments on the ruling. Findings – The Court of Appeal reached the...

Purpose – The purpose of this paper is to look at a recent Financial Services Authority (FSA) challenge in the Court of Appeal to finding of Financial Services and Markets Tribunal on question of whether solicitors' firm had contravened financial promotion regime ( FSA v. Fox Hayes: Court of...