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Vulnerability is more than just a tick-box exercise

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Vulnerability is more than just a tick-box exercise
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I went to see a band called The National at the Eden Project with my sister, brother-in-law and their friend in the summer.

We’d booked standing tickets months before. Then my sister and brother-in-law found out they were expecting (very exciting), so my sister would be five months pregnant at the gig.

At around the same time, I found out I had narcolepsy (see my online Weekend Essay, 3 May 2024). It also so happened that the friend we went with had mild schizophrenia.

For all firms, large or small, the challenge is to try and relate things to each customer

I remember my brother-in-law telling me about the call he had to make to the Eden Project to get us into the accessible area: “Er, yes, my wife is heavily pregnant, my sister-in-law has narcolepsy and my friend has schizophrenia…. Can we have seats, please?”

I bet they were looking forward to our arrival.

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I tell this anecdote because it highlights how quickly vulnerabilities can present themselves. We had booked our tickets in April and, just three months later, my sister and I both needed accessible seating.

It also highlights the extent to which vulnerabilities such as disability can be invisible.

Recognition

It’s easy, when one hears the word ‘vulnerability’, to say, ‘That’s not me.’ My dad has asthma, Type 2 diabetes and high blood pressure, but he still insisted he should take his turn to make a trip to the supermarket during the Covid-19 lockdowns.

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This is just one of many issues advisers face when identifying vulnerability in their client base.

We encounter many situations when a client might need support but there isn’t a PoA in place

The Financial Conduct Authority’s definition of vulnerability refers to customers who, due to their personal circumstances, are “especially susceptible to harm”, particularly when a firm is not acting with “appropriate levels of care”.

The regulator has also emphasised the fact people should be referred to as being “in vulnerable circumstances” rather than as “vulnerable clients”.

In its guidance it says: “Firms should think about vulnerability as a spectrum of risk. All customers are at risk of becoming vulnerable and this risk is increased by characteristics of vulnerability related to four key drivers: health, life events, resilience and capability.”

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Even with this definition in mind, however, there are so many ways a person can display vulnerability. Plus, life events and health issues affect people in different ways.

There is a knowledge base and a gap that can be filled

“The problem with discussing vulnerability is that it’s quite difficult to define,” says Evelyn Partners head of investment management Chris Kenny.

“Rather than having a series of very clear benchmarks or KPIs [key performance indicators], the industry is trying to find its way, to some extent.”

And, he says, it is not just about defining vulnerability but also about recording and showing that you’re “doing the right thing”.

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Struggling firms

Financial services firms of all sizes are “struggling” with several areas, adds Kenny.

“One is the issue of consent,” he says. “What is it that we can get, and how can we do it?”

For all firms, large or small, the challenge is to try and relate things to each individual customer

There is also the question of identification as it is very unlikely that clients will self-identify.

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The FCA says that, to deliver good outcomes for vulnerable customers, firms should understand their needs and circumstances. Therefore, the regulator expects firms to “actively encourage” customers to share information about their needs or circumstances, where relevant.

It also expects firms to develop their own method of identifying vulnerability where appropriate, through the data they hold or other means such as external research, customer surveys or panels.

And, as if that weren’t enough to contend with, vulnerability is not a permanent state.

“Advisers need to think: is there a period of time during which there’s a risk of vulnerability, as opposed to it being a state that a client is always in?” says Kenny.

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“It could be during a divorce or a short-lived illness, for example.”

Regular and in-depth contact allows the advisers to assess when things are changing and evolving in an individual’s life

Then there is the matter of recording vulnerabilities.

“In our regulated industry, if something isn’t recorded it essentially doesn’t exist,” warns Kenny.

“And finally there’s the question of support — what should we be doing? This causes some concern for advice firms because, even if they manage to clear the first three hurdles, they wonder, ‘Am I doing the right thing?’”

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The FCA is keen to get firms up to scratch on all of this. It is expected to make a speech on the matter later this month.

It flagged vulnerability as an issue at the beginning of the year when it launched a review of firms’ understanding of consumer needs, the skills and capability of staff, product and service design, communications and customer service, and whether these supported the fair treatment of customers in vulnerable circumstances.

The industry is trying to find its way, to some extent

This followed a Dear CEO letter to wealth managers and stockbrokers in November 2023 — telling them to reassess the vulnerability of their customers — after the regulator had found that 49% of portfolio managers and 69% of stockbrokers had not identified any vulnerable consumers in their customer bases.

FCA head of department in consumer investments Nick Hulme says: “Vulnerability spans all four of the Consumer Duty outcomes, so getting it right is fundamental to firms ensuring their customers ultimately get a good outcome.”

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The Lang Cat consulting director Mike Barrett says: “For all firms, large or small, the challenge is to try and relate things to each individual customer.

“Having a blanket tick-box approach doesn’t achieve that. That’s the poor practice the regulator is trying to stamp out.”

Barrett suggests small firms naturally have more in-depth relationships with clients.

“Regular and in-depth contact allows the advisers to assess when things are changing and evolving in an individual’s life,” he says.

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‘Firms should think about vulnerability as a spectrum of risk,’ says the FCA

But smaller firms may lack the capacity to recognise vulnerability.

Kenny says there is a lot more that larger firms and providers can do to help smaller advice-led businesses do “a great job for their clients”, above just trying to compete on price.

He says: “There is a knowledge base and a gap that can be filled.”

Royal London director of policy Jamie Jenkins agrees. He says the need to support vulnerable customers is, rightly, getting more attention, but vulnerability can be difficult to recognise and quantify.

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“We work closely with advisers to help them identify situations that might indicate vulnerability, including offering regular webinars,” he says. “We also provide pension and protection insights through our business development managers network.”

Jenkins suggests that advisers can help by putting a power of attorney (PoA) in place with clients “sooner rather than later”.

The problem with discussing vulnerability is it’s quite difficult to define

He adds: “This will really help them to help their clients navigate their finances when they aren’t able to do so themselves.

“We encounter many situations when a client might need support but there isn’t a PoA in place and there is no authority to deal with the third party trying to manage their finances on their behalf.”

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Finding the answer

There is no easy answer to identifying and serving clients in vulnerable circumstances. But it is, arguably, one of the most important things a financial planner can do.

After all, if you cannot serve the most vulnerable in society, how can you expect to be trusted by anyone else?


This article featured in the October 2024 edition of Money Marketing

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Oxford Properties refinances Paris office with £152m Aareal green loan

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Oxford Properties refinances Paris office with £152m Aareal green loan

The refinancing with a green loan follows Oxford’s completion of a renovation to improve the building’s environmental performance.

The post Oxford Properties refinances Paris office with £152m Aareal green loan appeared first on Property Week.

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Where to find the value in global equity markets

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Where to find the value in global equity markets

According to the Financial Conduct Authority, over 40% of UK adults have savings of more than £10,000. This is reassuring but it seems a great deal of it is not invested.

Indeed, Barclays Bank estimates that 13 million UK adults hold £430bn in cash deposits.

Cash can be a good place to park savings for the short term, as the returns are not subject to the volatility experienced by investment markets. However, extending the time savings are kept in cash and not investing in asset classes like equities and bonds means potentially missing out on generating real returns to enable spending power to exceed the rate of inflation over the long term.

The gap between cash and investing is exacerbated at the moment by the fact interest rates have started falling, and we believe stock markets in the UK and internationally are offering attractive valuations.

There is hope the Budget on 30 October will deliver the catalysts required for investors in UK-listed companies to realise their attractive valuation opportunities

This latter point may seem surprising given the fact the US S&P500 index reached yet another new all-time high at the end of September.

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Yet it is important to remember the US stock market has been driven to current levels in large part by a handful of mega caps, including Nvidia and Apple, which have benefited from the fever-like excitement around AI.

The market environment is changing, however. Revenues that have been delivered by US mega and large caps are spreading beyond these stocks, not only in the US but also in international markets. This is at a time when cheaper valuations are available outside large caps.

Our optimism about the outlook and valuations is demonstrated by the fact our team currently has a tactical score of four out of a maximum of five for equity markets in general. But not all equity markets are equal, and some offer greater value than others.

For the last time we saw this concentration in the S&P500, you have to go back to the Great Depression

The table below shows that, on a price to earnings (PE) and price to book (PB) basis, the UK offers the most value, with ratios of 12.2 and 1.9 respectively.

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Expectations were raised when the Labour government won a large electoral majority in the summer, with a commitment to economic growth. There is hope the Budget on 30 October will deliver the catalysts required for investors in UK-listed companies to realise their attractive valuation opportunities.

Valuations in global equity markets

P/E Est. P/E 1-year P/B Dividend yield 10-year govt. bond
UK (FTSE 100) 12.2x 12.4x 1.9x 3.8% 4.0%
US (S&P 500) 24.5x 23.7x 5.1x 1.3% 3.8%
Europe (Eurostoxx 50) 14.0x 14.3x 2.1x 3.2% 2.1% (Bund)
Japan (Nikkei 225) 22.8x 21.1x 2.0x 1.8% 0.8%
China (Shanghai Shenzen 300) 16.1x 14.7x 1.7x 2.5% 2.1%
MSCI Emerging Markets 16.0x 14.0x 1.9x 2.5% 7.1%* (JPM EMBI)

Source: Bloomberg/Liontrust, 02 October 2024; *External (hard currency) debt

Over the last two to three years, China’s slowing economic growth and trade tensions with the US have weighed on emerging markets (EMs).

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We believe there are several reasons why EMs may now be more attractive. China’s central bank recently announced a new wave of monetary stimulus and EMs could benefit from the relative appreciation of their own currencies versus a potentially weakening dollar following the US Federal Reserve’s recent half-point interest-rate cut.

EM countries tend to borrow in US dollars, so a weaker greenback makes it easier for them and their companies to service their debts.

Barclays Bank estimates that 13 million UK adults hold £430bn in cash deposits

While US-China relations remain complicated, the reorganisation of strategic supply chains could create new opportunities for EMs other than China.

Two of the most expensive markets are the US and Japan after enjoying strong performance over the past couple of years despite the pullback in early August. However, while we are neutral on US equities from a tactical view, we do have a positive score of four out of five for US smaller companies and are bullish on the Japanese market, including smaller companies.

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The fact Japan is in an inflationary environment for the first time in a couple of decades should encourage more consumption and, together with an improving corporate picture after years of underperformance, gives us a positive view of the outlook for the stock market.

If, as we believe, the concentration in equity markets of the mega caps in the US lessens over time and revenues and share prices broaden beyond them, then it is important to consider what the relative impact will be on active managers and passive vehicles within portfolios.

We believe there are several reasons why EMs may now be more attractive

If you take the US, which is the biggest passive market, the top 10 holdings in the S&P index represent around a third of the whole index. For the last time we saw this concentration in the S&P500, according to one of our US fund managers, you have to go back to the Great Depression.

The market conditions back then were entirely different to what we have today and we do not believe all the growth comes from just a few stocks.

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While passive vehicles have certainly helped us over the years in terms of a broader universe of options to use within portfolios, there is a big opportunity now for active management, particularly in mid and small caps, and for savings to work harder for investors than keeping them in cash.

John Husselbee is head of the Liontrust multi-asset team

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We’re being kicked out of iconic tower from Only Fools & Horses but we WON’T budge – council have ruined our lives

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We're being kicked out of iconic tower from Only Fools & Horses but we WON'T budge - council have ruined our lives

RESIDENTS being kicked out of an iconic tower block from Only Fools and Horses have revealed they won’t budge.

Harlech Tower, located on the South Acton Estate in Ealing, is set to be demolished to make way for modern new housing that will accommodate more people.

The demolition of the tower is set to start by 2027

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The demolition of the tower is set to start by 2027Credit: BPM
Phil Robinson, 75, lives on the 12th floor and used to be a caretaker for the Harlech Tower

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Phil Robinson, 75, lives on the 12th floor and used to be a caretaker for the Harlech TowerCredit: BPM
Terry, 77, and his wife Elizabeth, 82, are the longest-serving tenants on the block

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Terry, 77, and his wife Elizabeth, 82, are the longest-serving tenants on the blockCredit: BPM
A whopping 3,500 new homes are set to be built

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A whopping 3,500 new homes are set to be builtCredit: BPM

However, many residents living in the flats, which the council has labelled as “shabby,” have expressed that they do not wish to move out.

The tower featured as Peckham’s Nelson Mandela House in the popular TV show, Only Fools & Horses.

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Phil Robinson lives on the 12th floor and has a special connection to Harlech Tower.

For decades, the 75-year-old served as the caretaker of the building, including when Only Fools and Horses was filmed there.

Phil has witnessed all sorts under his tenure from house fires to TV crews.

The former caretaker stated that even if he were offered a home in the new development, he would prefer to remain where he is.

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“This is my home and I’m being forced out,” he said.

Phil moved into the tower with his late wife in 1975, and he cherishes the fond memories of their life together in the flat.

The 75-year-old also recalled the time Only Fools and Horses was filmed there with the crew having to do a whopping 32 takes for one scene.

Phil was diagnosed with stomach cancer and relies on his neighbours to bring him food as he can’t walk very well.

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Our flats are ‘unsafe’ and we’ve got weeks to leave – we’re devastated

The Harlech Tower resident fears that the demolition of the block and the dispersal of his neighbours will strip him of the support network he’s relied on for years.

Phil isn’t alone in his desire to stay, as many other residents also prefer not to be displaced from their flats.

Terry, 77, and his wife Elizabeth, 82, have lived on the fourth floor with their daughter and son-in-law for the past 50 years, making them the longest-serving tenants in the block.

The couple told the LDRS that, despite their reluctance to move, they would consider a decent alternative offered by the council.

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However, since they learnt of the plans to demolish Harlech Tower, Terry revealed that the council still hasn’t told them where they’ll end up.

The 77-year-old claimed that although the building was approaching the end of its life, there had been no problems until the council refurbished it 15 years ago.

He added: “Since then we have had loads of it… and when you make complaints to the council, they aren’t forthcoming.”

The demolition of Harlech Tower will clear the way for 3,500 new homes to be built on the estate as part of a project worth an estimated £850 million.

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The removal of the block is set to start by 2027.

The council added that the move to demolish the ageing tower block will generate twice as many affordable homes.

The decision to replace the iconic tower with a new building stems from a series of faults identified within the block, according to the council.

In contrast to the residents expressing disappointment over the demolition plans for Harlech Tower, the council stated that most tenants in the building have welcomed the “regeneration program” and have chosen to request a new home in the redeveloped estate.

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The council added: “Any residents who decide they do not wish to take up one of the newly build homes on the estate will be moved into a suitable home which meets their needs within the borough.”

The Sun has contacted Ealing Council for comment.

Your rights if the council demolish your estate

If the council is demolishing your estate, you may have the following rights:

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  • Appeal
    If the council issues a demolition order, you can appeal to the county court within 21 days.
  • Compensation
    If the council demolishes your property, they are required to compensate you for any loss.
  • Sell your interest
    The council may accept an offer to sell your interest in the building.
  • Rehousing
    The council may need to provide local accommodation for rehousing the occupants. 

The council may issue a demolition order if they believe a building is dangerous or unsafe. 

They may also consider the following factors when making a demolition order:

  • The demand for and sustainability of the accommodation if the hazard was remedied
  • The prospective use of the cleared site
  • The local environment, including the suitability of the area for residential use 

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Bidwells adds Oliver Heywood to capital markets bench

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GoldenTree strikes £351m deal to buy abrdn Property Income Trust

Heywood has 15 years of experience in capital markets transactions having previously worked at Knight Frank, Cushman & Wakefield and Savills.

The post Bidwells adds Oliver Heywood to capital markets bench appeared first on Property Week.

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Advice firms looking to grow rather than sell up

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Advice firms looking to grow rather than sell up

Over two thirds of advisers (68%) have said their firm is looking to grow by taking on new clients.

This figure is up from 50% last year.

Meanwhile, 40% plan to grow by hiring new staff, nearly double the number in 2023.

The research by NextWealth, based on a survey of 340 financial advice professionals, also reveals fewer firms are looking to sell up or exit the profession.

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This is despite the “constant drumbeat of news” about the consolidation of financial advice firms.

Nearly half (46%) of respondents said that their number of active clients has increased – up from just over a quarter (29%) in 2023.

Only 11% said they have fewer clients this year compared to 17% in 2023.

Most clients come from referrals, either from existing clients or professional connections.

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However, larger firms – those with six advisers or more – are increasingly attracting clients from digital and traditional marketing, the research shows.

It also highlights the positive sentiment people have over a career in financial advice.

Over three quarters of respondents said they are “confident” or “very confident” in the future of their role when it comes to long-term career prospects (79%) and continued satisfaction with their current role and activities (77%).

Overall, 71% of respondents said they are confident in their firm’s ability to attract new clients.

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Supermarket own-brand cheese named better than Cathedral City and it’s not Aldi or Lidl

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Supermarket own-brand cheese named better than Cathedral City and it's not Aldi or Lidl

A SUPERMARKET’S own-brand cheddar has been crowned winner of a blind taste test, pipping Cathedral City to first place.

The group of shoppers, put together by consumer champion Which?, gave the top spot to a retailer’s Best Buy cheese.

Which? got a group of shoppers to taste nine different cheddar cheeses

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Which? got a group of shoppers to taste nine different cheddar cheeses
Tesco's own-brand Finest cheddar has won a Which? blind taste test

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Tesco’s own-brand Finest cheddar has won a Which? blind taste test

The Tesco Finest 12-month Matured Cheddar was praised for its firm but smooth texture, saltiness and strength of flavour.

Tasters also said the 350g pack, on sale for £4, was crumbly and creamy.

Overall, shoppers gave the classic cheese a 78% rating factoring in flavour, aroma, appearance and texture.

A Cornwall cheddar came second in the blind taste test, which asked tasters to try a range of own-brand and branded packs.

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The Davidstow Classic 12-month Matured Cheddar, on sale at Amazon, Morrisons, Ocado, Sainsbury’s and Tesco from £4.75 for a 350g pack, scored a decent 75% rating from shoppers.

They rated the cheese highly for its strength of flavour, crumbly texture, saltiness and creaminess.

M&S’ Cornish Cove Mature Cheddar got a 73% overall rating from shoppers and was classed as a good all-rounder.

Shoppers said the cheddar’s salt level was just right while its smooth firm texture also had tasters singing high praise.

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The 350g pack came in at £4 and can be bought at M&S in-store or via Ocado.

Are you being duped at the supermarket?

Shoppers also tested out six other major cheddar cheeses, including from Aldi, Asda, Co-op and Sainsbury’s.

The Castello Tickler Mature Cheddar on sale at Ocado and Waitrose for £4.75 for a 300g pack, came in fourth place.

Shoppers said it tickled their taste buds but a few who tucked in wanted a slightly stronger hit of cheddar.

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Major brand Cathedral City’s 350g pack of Our Mature Cheddar came in at £3.50 and while many loved the taste, shoppers also said it lacked a tangy punch.

Meanwhile, two cheeses from Aldi and Co-op came in second bottom and bottom place, with 68% and 66% overall scores.

Here is the full list of cheeses and how they fared in the taste test:

  • Tesco Finest Mature English Cheddar Cheese – 78%
  • Davidstow Classic Cheddar – 75%
  • M&S Cornish Cove Mature Cheddar Cheese – 73%
  • Castello Tickler Mature Cheddar Cheese – 71%
  • Cathedral City Our Mature Cheddar – 70%
  • Pilgrims Choice Mature Cheddar – 70%
  • Sainsbury’s Barber’s Mature Cruncher Cheese, Taste the Difference – 69%
  • Aldi Specially Selected West Country Mature Cheddar – 68%
  • Co-op Irresistible Somerset Mature Cheddar Cheese – 66%

Natalie Hitchins, Which? head of home products and services, said: “Finding an affordable and tasty cheddar cheese is a must for many shoppers.

“Tesco emerged as the preferred choice in our taste tests for its firm and smooth texture and was awarded a Best Buy.

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“This narrowly beat Davidstow’s Classic Cheddar, proving that own brand products can be just as delicious and more affordable than the big brands.”

It’s worth bearing in mind, the prices included in Which?’s taste test are correct as of October 7.

That means you might have to pay more or less when you come to buying one of the packs as supermarkets change prices on products regularly, sometimes daily.

It’s worth using a price comparison site like trolley.co.uk which compares prices on thousands of products to find the best deal.

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The cheddar blind taste test is not the first Which? has carried out in recent months.

The consumer website, a non-profit which advocates for consumers, recently revealed the results of a blind taste test of Irish creams.

And shoppers gave the top spot to Sainsbury’s Taste the Difference tipple ahead of the branded Bailey’s.

How to save money on Christmas shopping

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Consumer reporter Sam Walker reveals how you can save money on your Christmas shopping.

Limit the amount of presents – buying presents for all your family and friends can cost a bomb.

Instead, why not organise a Secret Santa between your inner circles so you’re not having to buy multiple presents.

Plan ahead – if you’ve got the stamina and budget, it’s worth buying your Christmas presents for the following year in the January sales.

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Make sure you shop around for the best deals by using price comparison sites so you’re not forking out more than you should though.

Buy in Boxing Day sales – some retailers start their main Christmas sales early so you can actually snap up a bargain before December 25.

Delivery may cost you a bit more, but it can be worth it if the savings are decent.

Shop via outlet stores – you can save loads of money shopping via outlet stores like Amazon Warehouse or Office Offcuts.

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They work by selling returned or slightly damaged products at a discounted rate, but usually any wear and tear is minor.

Do you have a money problem that needs sorting? Get in touch by emailing money-sm@news.co.uk.

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