Mortgage Brokers: Consumer Duty Teardown #3

Four weeks into the trust reset and three episodes into the Consumer Duty teardown series, Amelia, Paul, Pat and Russ turn to what's arguably the biggest financial decision most people ever make: getting a mortgage.Using their scanning tool, UX Duty, the team reviewed the online journeys of a top-tier broker, a mid-tier broker and a smaller, consultant-branded challenger, scoring 125 findings across the three firms and, for the first time in the series, a "medium risk" rating for one of them.Chapters00:00 Introduction and episode overview06:57 An overview of the findings from the mortgage brokers11:02 Fee disclosure issues21:21 How much fee disclosure is reasonable?23:31 Firm A drops a GDPR clanger29:19 No FCA registration details displayed32:02 Back to accessibility flaws across FS websites36:54 Missing accessibility statements39:11 A project building an accessibility plugin with a major tech firm43:40 User testing and inclusive design for accessibility47:21 Jargon busters: Understanding industry terms48:06 Upcoming topics: protection insurance and final thoughts