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Winners & Highly Commended 2016
  • Best financial start-up

    ClearScore - One year to number one
     ClearScore - One year to number one

    In summer 2015, ClearScore launched the UK’s first ever service giving people completely free access to their credit report and credit score as often as they like. The user friendly, multichannel offering is funded through commission gained from the take up of no-obligation, targeted customer offers. It also offers innovative services to help people manage their money, including Timeline, a unique tool showing people how and why their credit score has changed over time, and giving them a big picture view over their finances.
  • Most innovative use of data

    Lloyds Bank International - Customer Dashboards (Service Excellence)
     Lloyds Bank International - Customer Dashboards (Service Excellence)

    This project achieved a tangible cultural shift by transforming the focus of Management Information from a traditional control approach to a wholly customer-centric one. Extensive data analysis and all-staff consultation led to data insights that were built into Customer Dashboards, focusing on re-engineering the key processes around customer needs rather than organisational design, whilst also reducing failure demand and waste. Lloyds Bank International’s customer service, providing specialist international banking services to UK expatriates, has become more streamlined and efficient, and Dashboards are now incorporated into business as usual.
  • Best risk project or governance initiative

    Vision Independent Financial Planning - Historical file review initiative
     Vision Independent Financial Planning - Historical file review initiative

    The focus on improved professional standards and the increased accountability of regulated firms led Vision to voluntarily issue a ground-breaking invitation to Grant Thornton to confirm the quality of Vision’s back book and determine that the advice legacy was strong. Closely scrutinising every high-risk sale ever made, and checking all other advice areas, to ascertain that they were in the client’s best interest, the review established that customers had historically been treated fairly and that structures were in place to maintain these high standards.
  • Innovation in community outreach or social responsibility

    Barclays - Barclays Apprenticeships
     Barclays - Barclays Apprenticeships

    Barclays began an apprenticeship programme in 2012 to address a shortage of young talent in its business. The initial success improved retention rates so significantly that the bank challenged itself to reach more people – offering life-changing opportunities to those who had never been given a chance. With a commitment to NEETs and inclusivity surrounding age, disability, ethnicity, gender, as well as educational level and experience, Barclays has reaped the benefits, by helping apprentices to build careers right across the bank.
  • Innovation or enhancement in product or proposition design – deposits, savings and loans

    Aktif Bank - N Kolay Credit
     Aktif Bank - N Kolay Credit

    Aktif Bank is a Turkish retail bank that has innovated from the start by operating largely in the online space, with very few physical branches. In order to offer loan products regardless of geographical location or access to a bank, they created N Kolay Credit, which offers a simple, easy to use interface via computer, tablet or mobile and a response within minutes to offer loans and emergency credit products to accepted customers who are credit checked using their National ID number.
  • Innovation or enhancement in product or proposition design – investments, pensions and protection

    RateSetter - Introducing a new asset class into SIPPs
     RateSetter - Introducing a new asset class into SIPPs

    RateSetter became the first major peer-to-peer lending platform to overcome regulatory and practical challenges and launch a SIPP (Self Invested Personal Pension) product in July 2015. Significant technological development was necessary in order to make this facility achievable. The platform offers a ground-breaking proposition that allows retail, institutional and corporate lenders to invest in a new asset class within their SIPP wrapper - that of consumer, business and property loans at interest rates set in an open market.
  • Innovation in supporting business

    Credorax - Customer Customisation: Deconstructing One Size-Fits-All Acquiring & Payments
     Credorax - Customer Customisation: Deconstructing One-Size-Fits-All Acquiring & Payments

    Refusing to take on board the notion that ‘one size fits all’, Credorax has focused on merchant acquiring, offering a tailored solution to individual ecommerce requirements through their acquiring and payment solutions platform, ePower. This commitment to finding the best solution for their business customers has led to dynamic and successful partnerships across the globe, and significant business growth in the past two years, much of which is based on the ability to offer a streamlined cross-border transaction solution.
  • Innovation in nurturing start-ups

    NatWest - StartUp Britain Summer Tour
     NatWest - StartUp Britain Summer Tour

    NatWest wanted to reach a wider audience of potential entrepreneurs who may be reluctant to visit a bank branch. To overcome this, they formed a partnership with the Centre for Entrepreneurs to launch a regional tour of high profile, city centre locations with a customised 1966 Routemaster bus which takes the bank to the people. It is a unique project that brings key local business support organisations together in town-centre locations where they can provide joined-up, bespoke guidance and support on a range of business topics.
  • Innovation in nurturing start-ups - Highly Commended

    FIA winners 2016
     Itaú Unibanco - Cubo Co-working Itaú - Highly Commended

    To foster an environment favourable for the development of innovative solutions, Cubo offers a complete and high quality infrastructure, including a co-working space for startups, a platform for multiple events for entrepreneurs and other interested parties, and a global connection network to stimulate this market across Latin America. This successful initiative not only helps grow those entrepreneurs that have a fledgling startup, but also inspires and supports those that have a vision but lack the necessary infrastructure, technical base and networking opportunities.
  • Most effective back office initiative

    HSBC - Commercial Banking - Digital Identification & Verification of Address (ID&VA) Tool
     HSBC - Digital Identification & Verification of Address (ID&VA) Tool

    With time at a premium for small businesses, HSBC has introduced an innovative online tool for identifying and verifying customer documents via a webcam device which captures images of the ID&VA documents and a ‘selfie’ image of the customer, before comparing them, and verifying the legitimacy of the documentation itself. This is an industry ‘first’ and has been welcomed by customers as it reduces the verification time to a few minutes, saving the customer and the bank both time and money.
  • Innovation in marketing and communications

    more 2 life - The Big Picture Campaign
     more 2 life - The Big Picture Campaign

    more 2 life has pioneered what’s known as enhanced equity release and has created The Big Picture Campaign to educate advisors about asking health and lifestyle questions that could positively impact the loan amounts available to clients. The campaign was the centrepiece of a sustained period of sales and marketing focus and is an innovative, integrated campaign in terms of the breadth of media used and the mechanism created to deliver the key campaign message. It has positioned more 2 life as a thought-leader in its market.
  • Most innovative application of technology – back office technology

    Albaraka Turk - Albaraka Turk Maptriks Field Application
     Albaraka Türk - Albaraka Türk Maptriks Field Application

    In 2015, Albaraka Türk realised a first for the Turkish banking sector when it introduced the Maptriks Field Application in order to reach its commercial customers more effectively, removing manual processes and reliance on in-branch computers and allowing field personnel to conduct visits to customers and follow up their activities via smartphone. With automated geographic and workload allocation, the multifunctional diary has streamlined activity, improved efficiency and productivity, increased motivation and the number of successful visits made by the team.
  • Most innovative application of technology – front office technology

    Telenor - Easypaisa
     Telenor - Easypaisa

    Recognising that financial inclusion is a major challenge that needs to be overcome in developing countries, Telenor formed an innovative partnership with Tameer Micro Finance Bank to launch the first branchless banking solution in Pakistan. Leveraging Telenor’s mobile platform and network, it offers the unbanked a full portfolio of financial services including secure payments and transfers, mobile banking, savings and more. Located in shops in over 800 towns and cities, Easypaisa now has the largest financial footprint in the country and moved nearly 3% of GDP in 2015.
  • Most innovative financial services solution – technology vendors

    iPipeline - SolutionBuilder
     iPipeline - SolutionBuilder

    Focusing on the challenge of closing the protection advice gap, and better protecting clients, iPipeline has developed SolutionBuilder, a quotation algorithm based on a data analytics solution that enables advisors to offer full advice in a faster, compliant way. An intuitive matrix tool helps advisor and customer engage with the range of solutions in real time and choose the best option for their budget. The solution has streamlined the sales process and increased advisor productivity while improving customer outcomes.
  • Best technology partnership

    BCSG - AIB MyBusinessToolkit
     BCSG - AIB MyBusinessToolkit

    AIB is committed to helping customers manage their businesses more efficiently with new product innovation. Launched in November 2015, and collaboratively designed by BCSG and AIB, MyBusinessToolkit is a simple way for businesses to plan, manage and grow their business through a set of specifically selected business tools. Unique in the Irish finance market, businesses can access a host of market-leading apps to address the challenges they face on a daily basis via a single portal.
  • Most effective staff participation initiative

    The Royal Bank of Scotland - Entrepreneurial Development Academy
     The Royal Bank of Scotland - Entrepreneurial Development Academy

    RBS has been powering Entrepreneurial Spark® for several years and has used it as an inspiration to create a unique Entrepreneurial Development Academy, a ‘People Accelerator’ which breaks down internal silos and builds colleague engagement and capabilities, by adopting the ‘can do’ attitudes, tools and techniques that successful entrepreneurs exhibit. EDA equips colleagues who volunteer for the Core and Advanced programmes, by nurturing their creativity and immersing them in the entrepreneurial community, with the dual aim of supporting customers and their own personal development plans
  • Most effective staff participation initiative - Highly Commended

    HSBC - HSBC Cultural Transformation
     HSBC - HSBC Cultural Transformation through The London Institute of Banking & Finance partnership - Highly Commended

    HSBC staff working in operations and on the front line were known to be skilled at their jobs, but they did not have a professional qualification that reflected this competence. Wanting to invest in their people, HSBC worked with The London Institute of Banking & Finance to develop an industry-recognised qualification that formalises and accredits their staff, allowing them to demonstrate their competency when seeking promotion or a new role. High levels of staff participation and satisfaction have been reflected both in career progress and in customer satisfaction.
  • Most effective cultural transformation initiative

    Lloyds Banking Group - Lloyds Banking Group Line Manager Academy
     Lloyds Banking Group - Lloyds Banking Group Line Manager Academy

    The Line Manager Academy was launched in 2015, and was designed to establish a fresh culture of good communication, coaching, and motivational leadership across the group. The scope of the solution had to encompass and engage all managers, across varying levels of competence and experience. Supported from the very top, the solution followed three stages – engage, participate, activate – and has inspired managers with a cohesive, colleague-driven programme of personalised learning, exceeding expectations, improving motivation and proving robust enough to carry the weight of cultural change.
  • Most innovative support for customers in vulnerable circumstances

    Lloyds Bank International - With you at your time of need
     Lloyds Bank International - With you at your time of need

    The Probates team looked at the traditional approach to the sole and joint bereavement process and introduced a series of initiatives that are ‘process innovative’ and designed to make things easy at a difficult time for the bereaved. The process is measured purely from the customer perspective, and changes are only made if they will benefit those customers. The focus is on getting things right first time, in the shortest amount of time, and workflows have changed to reduce hand-offs and increase telephone contact.
  • Best payments initiative

    Türk Ekonomi Bankasi (TEB) - CEPTETEB Wallet
     Türk Ekonomi Bankası (TEB) - CEPTETEB Wallet

    CEPTETEB is an innovative digital, branchless banking channel designed to appeal to the ultra-connected, young urban population in Turkey. Enabling key transactions to be conducted quickly and easily via all digital channels, the product has developed an innovative mobile wallet with payments features including P2P, cardless ATM withdrawals using a QR code and was the first bank to launch HCE in Turkey, integrating the technology into the App so that registered customers can pay for items using their phones.
  • Best payments initiative - Highly Commended

    Sberbank - Pay Through Sberbank Online
     Sberbank - Pay Through Sberbank Online - Highly Commended

    One of Russia’s largest banks, Sberbank developed a service that allows payment for goods and services from anywhere in the world through digital channels and SMS banking. The bank uses a customer’s phone number to identify a payer, and the customer can accept and immediately make payment via SMS. Initially for digital products, the service was extended to physical e-commerce products, which are often only paid for on delivery, and allows upfront payment via a Pay Through Sberbank button at approved online retailers.
  • Excellence in customer experience – planning and advice

    My Pension Expert - Retirement Advice Delivered to the Masses
     My Pension Expert - Retirement Advice Delivered to the Masses

    My Pension Expert is a Doncaster-based Independent Financial Adviser that uses innovative technology and operational design to support a UK-wide telephony service, 100% delivered by people to provide education, support and ultimately financial advice for customers who are at retirement and need help with the complex choices available through the new pensions freedoms. The key pillars of success are their excellent customer service, and their innovative ‘Pods’, CRM and quote bid systems, customisable workflows and unique change and build technology.
  • Excellence in customer experience – banking and savings

    NatWest - Entrepreneurial Spark powered by NatWest
     NatWest - Entrepreneurial Spark® powered by NatWest

    Entrepreneurial Spark® is the world’s largest free Business Accelerator for early stage and growing ventures. NatWest’s partnership with Entrepreneurial Spark creates jobs, helps people fulfil their dreams, develops and motivates its own staff, and helps the bank to serve its customers well. Hosting ‘hatchery’ hubs helps staff to gain greater insight into entrepreneurial needs, and to be creative in solving customer problems and promote economic growth by supporting high growth, scalable businesses that will provide jobs and revenues for the UK economy.
  • Excellence in customer experience – banking and savings - Highly Commended

    Birmingham Midshires - Creating better outcomes for savings customers
     Birmingham Midshires - Creating better outcomes for savings customers - Highly Commended

    All banks need to send mandatory service communications to their customers and most are long and complicated and considered functional. Birmingham Midshires embarked on a pioneering strategy that applied behavioural science to simplify service communications - initially for savings customers whose introductory bonus rates were coming to an end. By identifying the behaviours preventing engagement, Birmingham Midshires was able to redesign letters and forms to improve the customer experience and to empower customers to make better financial decisions.
  • Innovation in the delivery of financial products - planning and advice

    Banco BPI - GoBanking
     Banco BPI - GoBanking

    GoBanking is an innovative mobile workstation which allows a totally new kind of interaction between Financial Advisor and the bank’s Affluent and Private Banking clients and has revolutionised the way they do business. Offering a more personal touch, access to all areas of banking, including a ‘contact the expert’ button to reach immediate specialist advice during meetings, GoBanking gives the Advisor the ability to make things happen securely and efficiently using the digital features, streamlining processes and eliminating the need for multiple meetings.
  • Innovation in the delivery of financial products - banking services

    Barclays - Barclays Launchpad
     Barclays - Barclays Launchpad

    Launchpad is a UK Financial Services industry first, a mobile platform which enables selected customers to help Barclays co-create the future of banking. It will also give start-ups and partners the ability to integrate their solutions at low cost, and deliver them to selected Barclays’ customers. As an experimentation platform, Launchpad collects regular feedback from this customer panel, asking for their opinion on a range of innovative new features & whether they believe they should be incorporated in digital strategy going forward.
  • Innovation in the delivery of financial products - banking services - Highly Commended

    TransferMate Global Payments - International Payments
     TransferMate Global Payments - International Payments

    With a fast-growing client base, TransferMate offer one of the the world’s largest currency settlement networks, providing companies with a ‘plug and play’ technology platform to conduct cross-border transfers both payable and receivable. By delivering speed, savings and the removal of burdensome administration using an innovative proprietary technology platform, TransferMate has built its own global infrastructure and software which can also be incorporated into that of the world’s top accounting providers, integrating directly with a company’s accounting and treasury systems.
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