Customer responsibility and complaint handling

About this episode:

Our expert host Ross Gallagher, and co-host Jamie Campbell, Co-CEO of 11:FS Holdings, present Fintech Insider News live from Village Underground in London, joined by some fantastic guests to discuss some of the interesting fintech and financial services stories of the week. (Spoiler: We've selected some Irish-themed content specifically for St. Patrick's Day!)

Stories covered on the podcast this week include:

Robinhood’s ‘Family Hub’ allows users to view and manage accounts across different family members in one place. We also focus on Ireland’s three biggest banks launching a new payment service that lets customers send and request money using just a phone number. With insights from our live audience, we discuss Monzo’s ‘Year in Monzo’ feature and how happy users are with it. As it was St Patrick’s Day, we quiz the panel and our audience on their knowledge of Irish fintech with a classic game of higher or lower.

This week’s guest:

• Helen Bierton - Chief Digital Officer, Consumer Relationships at Lloyds Banking Group 

• Clém Salaün, CTO and Co-Founder of Formance 

• Merusha Naidu - Global Head of Partnerships at Paymentology 

Timestamps/stories:

Intro - (00:00)

⁠Robinhood bids to become super app for family finance⁠ (05:05)

⁠Irish Banks launch P2P service⁠ (18:47)⁠

Monzo under fire over ‘shaming’ year-end reviews ⁠(32:34)

This edition of After Dark was sponsored by ⁠Formance⁠, ⁠Paymentology⁠ and ⁠Backbase⁠.

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About Fintech Insider:

Fintech Insider by 11:FS is a bi-weekly podcast that covers everything from finance and banking to technology and the latest trends in financial services.

Our expert hosts, with hands-on industry experience, are joined by key decision-makers, VCs, and top reporters from across the financial landscape, including guests from companies like Stripe, Revolut, Plaid, PayPal, and Monzo. Together, they break down the biggest news and innovations shaping the space.

Our weekly news show drops every Monday, covering major stories like mergers, new product launches, regulatory shifts, and emerging tech trends. On Thursdays, our Insights show goes deeper into the hottest topics driving the future of finance, including AI in banking, decentralised finance, and the evolving landscape of embedded finance.

Whether you're already in the fintech game or just starting to explore, this is the #1 podcast for you.

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