Money
Podcast: The art of putting things right
In this Weekend Essay, Amanda Newman Smith shares a personal story highlighting the importance of excellent customer service, especially when dealing with vulnerable clients. She contrasts negative experiences with a paint company and a clock supplier against a positive resolution with NatWest bank when assisting her elderly mother. This episode underscores the significance of empathy, clear communication, and proactive problem-solving in building trust and loyalty.
Money
‘Welcome move’ by government to end ‘double count costs’ for investment trusts: reaction
The investment sector has welcomed the news that that cost disclosure requirements for investment trusts will be temporarily banned.
The announcement, by the Treasury and the Financial Conduct Authority yesterday (20 September), comes following years of investment companies calling for change.
These rules were inherited by the European Union (EU) and made it appear that investment trusts were more costly to put money into than they were.
This is because the disclosure rule requires trusts to publish the costs of financing, operating and maintaining real assets.
However, many of these costs are already published in regular company updates and reflected in the value of the share price for all investment companies.
This created a “double counting of costs”, which investment trusts have long been saying has put investors off.
Although £15bn of new money went into investment trusts in 2021 alone, it is estimated the double counting rule was seeing £7bn a year in income being lost.
The Treasury said it will lay out legislation to provide the FCA with the appropriate powers to deliver reform – the new Consumer Composite Investments (CCI) regime.
It said the new CCI regime will deliver more tailored and flexible rules to “address concerns across industry with current disclosure requirements, including for costs.”
The UK’s new retail disclosure regime is expected to be in place in the first half of 2025, subject to Parliamentary approval and following a consultation from the FCA.
The FCA intends to consult on proposed rules for the CCI regime this Autumn.
The Association of Investment Companies (AIC) chief executive Richard Stone described it as “great news”.
He said the AIC has lobbied tirelessly on the issue and praised the Labour government for “acting so swiftly”.
Stone added: “Investment companies are a great UK success story and have a vital role in bridging the gap between private assets and public markets.
“Ending misleading cost disclosures will enable us to continue delivering for investors and make a critical contribution to the economy as the government drives forward its ambitions for growth, investment and wealth creation.”
Abrdn head of closed-end funds Christian Pittard said: “We welcome this move by government and the FCA to address unfair and distortive rules that have crippled investment trusts.
“With the FCA confirming that it will not take supervisory or enforcement action if a fund chooses not to follow the cost disclosure requirements, all eyes will now be on data publishers at a time when what the industry and investors really need is consistency.”
Pittard also labelled the UK investment trust sector “one of the jewels in the crown of the financial services industry.
This announcement came following research from Abrdn that revealed London listed closed-end infrastructure investment companies are on track for their first ever three-year gap with no primary capital raised.
Abrdn blamed this on a higher interest rate environment and the cost disclosure rules, with 2023 and 2022 both being fallow years for primary fundraising.
AJ Bell interim investments managing director Ryan Hughes agreed that this news will be “warmly welcomed by both the investment trust industry and broader market participants”.
Hughes added: “Investment trusts play a hugely important role both in the financial services sector and the wider economy as a provider of capital and the unintended consequences of the current legislation created an unequal playing field that put investment trusts at a disadvantage and threatened, in some cases, their very existence.
“The removal of this unnecessary barrier will help the investment trusts sector regain its footing and allow them to compete equally against other investment structures, which will put them back on the radar for investors who have been reluctant to use them given the cost disclosure requirements.”
In the week before the Treasury and the FCA made this announcement,
Money
What is Fintech?
What is Fintech?
Fintech is short for Financial Technology, a term which describes the technology used to simplify and improve financial services. This includes mobile banking, investing apps, cryptocurrency and more. Fintech was created to bring convenience to your everyday financial processes for businesses and consumers. Without knowing it, you have and are using fintech in your everyday finance management.
What does Fintech do?
Fintech is useful for businesses and consumers alike.
From payment solutions to investment platforms, fintech also makes financial services more inclusive by lowering barriers to access. For instance, many fintech applications offer no-fee bank accounts, fractional share investing, and peer-to-peer lending platforms, giving consumers more opportunities to grow their wealth.
For businesses
fintech tools can improve operational efficiency by automating payroll, invoicing, tax filing, and even financial forecasting. It enables companies to streamline their financial workflows, reduce administrative costs, and free up time for more strategic tasks.
For Consumers
Consumers benefit from fintech by having more control over their financial lives. With the rise of personal finance apps, users can track spending, set savings goals, and monitor investments in real-time. The tools provide a complete view of personal finances, helping individuals make informed decisions based on data-driven insights.
What is Fintech used for?
Fintech operates through apps on computers and phones, bringing financial services to us. This is used in various ways including…
Robo-Advisors – Helping people create investment portfolios based on their personal goals and risk tolerance. This offers affordable and simple wealth management solutions for consumers
Payment apps – Such as, PayPal, Venmo and Apple pay make it possible and easy for every to send, receive and manage money from our phones. There are various advantages of using PayPal. They eliminate the need for cash and checks for any payments including international.
Peer-to-peer lending – Platforms such as, LendingClub allow consumers to lend money to others without using banks as intermediaries. This can often provide both parties more favourable rates.
Investment apps – These platforms make is accessible for more people to start investing. They offer resources and advice for novice investors so that more people can grow their wealth. Find trading platforms you can use to start.
Cryptocurrency Apps – Blockchain, the primary technology for most cryptocurrencies, is a significant aspect of fintech, representing a reorganised way to conduct financial transactions outside traditional banking systems.
Examples of Fintech in Everyday life
Fintech has become a part of daily life for many consumers, even if they’re not aware of it. Here are a few common ways consumers interact with fintech:
- Mobile Banking – This convenience has transformed the way people interact with their banks, minimising the need for physical branches. These apps allow us to send, receive and manage our money instantly from our phones.
- Budgeting –. Budgeting apps have become a popular way to track your money and set saving goals you can stick to setting your priorities in place. These apps sync with your bank accounts and credit cards, offering a broad view of your financial health in one place. You can find free budgeting apps to help.
- Credit monitoring – Tools like Experian allow users to monitor their credit scores and reports so that they can keep on top of their records and know where they need to improve. With this you can find out the average score and where you fall within it.
Impact of Fintech on personal finances
Whether you’re using a simple payment app or diving into cryptocurrency trading, fintech brings the tools for managing your finances right to your device. Consumers now have access to tools that explain investment options, track spending habits, and create budgeting plans.
Money
Here's what the top 0.01% pay in taxes
CNBC’s Robert Frank reports on the ultra-wealthy’s tax bill.
Money
Family offices are the most bullish they’ve been in years, survey says
A version of this article first appeared in CNBC’s Inside Wealth newsletter with Robert Frank, a weekly guide to the high-net-worth investor and consumer. Sign up to receive future editions, straight to your inbox.
Family offices are the most bullish they’ve been in years, putting their cash to work in stocks and alternatives as the Fed starts to cut interest rates, according to a new survey.
Nearly all family offices, 97%, expect positive returns this year, and nearly half expect double-digit gains, according to Citi Private Bank’s 2024 Global Family Office Survey.
“This is the most optimistic outlook we’ve seen,” said Hannes Hofmann, head of the family office group at Citi Private Bank, which has been conducting the survey for five years. “What we’re clearly seeing is an increase in risk appetite.”
The survey is the latest sign that family offices — the private investment arms of wealthy families — are emerging from two years of hoarding cash and bracing for recession to start making more aggressive bets on market and valuation growth.
They especially like private equity. Nearly half, 47%, of family offices surveyed say they plan to increase their allocation to direct private equity in the next 12 months, the largest share for any investment category. Only 11% plan to reduce their PE holdings. Private equity funds ranked second, with 41% planning to increase their allocation.
With interest rates heading down, family offices are also regaining their appetite for stocks. More than a third, 39%, of family offices plan to increase their allocation to developed-market equities, mainly the U.S., while only 9% plan to trim their equity exposure. That comes after 43% of family offices increased their exposure to public stocks last year.
Public equities remain their largest holding by major asset class, with stocks making up 28% of their typical portfolio — up from 22% last year, according to the survey.
“Family offices are taking money out of cash, and they’ve put money into public equities, private equity, direct investments and also fixed income,” Hofmann said. “But primarily it’s going into risk-on investing. That is a very significant development.”
Fixed income has become another favorite of family offices, as rates start to decline. Half of family offices surveyed added to their fixed-income exposure last year — the largest of any category — and a third plan to add even more to their fixed-income holdings this year.
With the S&P 500 up nearly 20% so far this year, family offices are looking for 2024 to end with strong returns. Nearly half, 43%, expect returns of more than 10% this year. More than 1 in 10 large family offices — those with over $500 million in assets — are banking on returns of more than 15% this year.
There are risks to their optimism, of course. When asked about their near-term worries about the economy and financial markets, more than half cited the path of interest rates. Relations between the U.S. and China ranked as their second-biggest worry, and market overvaluation ranked third. The survey marked the first time since 2021 that inflation wasn’t the top worry for the family offices surveyed, according to Citi.
One of the big differences that sets family offices apart from other individual investors is their appetite for alternatives. Private equity, venture capital, real estate and hedge funds now account for 40% of the portfolios of the family offices surveyed. That number is likely to keep growing, especially as more family offices make direct investments in private companies.
“It’s a significant allocation that shows family offices are asset allocators who are long-term investors, highly sophisticated and taking a long-term view,” Hofmann said.
One of the biggest themes for their private investments is artificial intelligence. The family offices of Jeff Bezos and Bernard Arnault have both made investments in AI startups, and repeated surveys show AI is the No. 1 investment theme for family offices this year. More than half of family offices surveyed by Citi have exposure to AI in their portfolios through public equities, private equity funds or direct private equity. Another 26% of family offices are considering adding to their AI investments.
Hoffman said AI has already proven to be different from previous investment innovations such as crypto, and environmental, social and governance, or ESG. Only 17% of family offices are invested in digital assets, while a vast majority say they’re not interested.
“AI is a theme that people are interested in and they’re putting real money into it,” Hofmann said. “With crypto people were interested in it, but at best, they put some play money into it. With ESG, we’re finding a lot of people are saying they’re interested in it, but a much smaller percentage of family offices are actually really putting money into it.”
Money
Weekend Essay: The art of putting things right
I’ve always got a DIY project going on at home, so I’m a bit of a nerd when it comes to paint. There’s a textured paint that looks like stone, which I bought a while back to revamp my fireplace. This paint is fantastic, but pretty expensive. So when the company I ordered if from threw in the recommended natural bristle brush as a freebie, I was happy.
But when the paint arrived, there was no brush. Thinking it had been overlooked, I called the firm. I got through to one of the business owners who told me they’d run out. Fair enough, but it would have been nice to have been told. A simple ‘out of stock’ on the dispatch note would have done.
The free brush offer was also still listed on the website but when I pointed this out to the owner, she became defensive. This was just a small family-run business, I was told. The technology used to run the website couldn’t update these things automatically and they couldn’t afford an upgrade. They didn’t have the time to update these things manually either.
I love small businesses and I understand they don’t have it easy, but all this put me off as a customer. I tried to explain how this hadn’t created a good impression on me, a first-time customer, but it fell on deaf ears. I haven’t used this company since.
My experience with another small firm – an online business from which I’d ordered a glass clock – was so different. The owner had been let down on this by her European suppliers and was so apologetic and friendly that I was happy to wait for my order. I waited three months but in the end it needed to be cancelled due to the ongoing supply issues. I was disappointed, of course, but I was offered a discount on anything else I wanted from the website.
I mention those two contrasting experiences because of an experience I had recently while trying to help my mum with her banking. My mum is a younger pensioner and though still in the active retirement phase, she does have a few health issues that clip her wings. Like the hip pinning she had several years ago after slipping on some leaves. Walking long distances has got harder and she doesn’t drive.
When it comes to financial matters, the big problem is that my mum has never been comfortable talking on the phone about ‘official’ things. She gets nervous about what to say and doesn’t know how best to put things. And because she’s focusing on that, she doesn’t always take in what’s being said to her.
My dad used to deal with all that stuff and when he died, I started stepping in as I realised my mum needed a bit of help.
Requesting a new debit card for my mum from NatWest to replace one that had worn out should have been quick and easy. With mum and I both in the same room, GDPR should have been no problem to navigate. But everything about this call was painful and it took about 40 minutes.
My mum had lost her glasses and struggled when NatWest’s customer services agent insisted she read out her debit card number herself, as that was the required procedure. To tick that box, I had to read the number out to my mum, who then repeated it down the phone to the agent.
Then the agent discovered my mum’s phone number was out of date on the system and without that, she said there was nothing she could do. It was only when I asked whether the agent was aware of the Consumer Duty – to which I got no answer – and NatWest’s responsibilities towards vulnerable clients that we were passed to the over-60s helpline.
The agent there was brilliant but was still unable to send my mum a new debit card due to the out-of-date phone number. For that, mum was to visit a branch with some ID. It wasn’t ideal – the local branch has permanently closed and I’ve already explained mum’s difficulty with longer distances. Mum would potentially be left without access to cash because her debit card was unreliable. But at least we knew what to do.
When I got home, I decided to tell NatWest what had happened in an email. I was worried how my mum would have fared if she hadn’t had someone with financial services knowledge to speak up and get transferred to the over-60s helpline.
At this point, I have to give credit to NatWest. They swiftly apologised and started to investigate. Neil Wainwright, the firm’s customer protection manager, was amazing. He spoke to mum and me to get everything sorted without mum having to get to a physical branch. NatWest also gave mum some cash as a goodwill gesture and if we need anything else we just need to ask.
I told NatWest I was writing about our experience and asked for a response. A spokesman told me its staff are trained to recognise the differing needs of customers including vulnerabilities that may be present. “They have access to supportive guidance on how to help and can refer to the specialist teams we have available to support customers with more complex needs,” he said.
Customers can also tell the bank about any support they need through “Banking My Way”, a free service that can be used within its mobile app, online banking or by speaking to a member of staff.
But after listening back to our calls, NatWest acknowledged it let us down. “We had several opportunities throughout the discussion to give you both a better experience, including a missed opportunity to handover the call to Neil’s team,” the spokesman said. “As a result of your email we have arranged additional training to be given to the colleagues involved.”
All of us get it wrong sometimes – it’s the care and effort we take to put things right that really counts.
Money
As government plans Budget tax raids, remember AIM is more than just an IHT play
Ever since Labour stormed to victory in the general election, it has been making the case it has inherited a sluggish economy and a set of public finances in tatters.
Now, the latest GDP figures for the UK suggest the former isn’t strictly true, while the latter is arguably being used to lay the groundwork for potentially unpopular tax rises to be announced at the upcoming Budget in October in order to bolster those public finances.
Already Labour has tightened the belt with various allowances either being scrapped or put under consultation. This has led to much speculation about what could be next, with inheritance tax (IHT) being touted as one area ripe for raiding.
Removing this relief could raise £1.1bn in the current tax year, with this rising to £1.6bn by the end of the decade
In particular, some are suggesting business relief on AIM shares should be removed to help raise revenue. Currently, if you hold investments in qualifying AIM companies for at least two years before you pass away, the assets are passed on free of IHT.
The Institute for Fiscal Studies estimates removing this relief could raise £1.1bn in the current tax year, with this rising to £1.6bn by the end of the decade. Not a huge amount and won’t help too much in addressing the chancellor’s £22bn ‘black hole’ but sizeable nonetheless.
That said, in the lead up to the election and soon after, Labour made economic growth a priority. Given AIM’s bias towards UK small- and medium-sized growth companies, removing the IHT benefits would somewhat go against this.
Firstly, any changes would likely be consulted on, giving people time to shift strategies and move assets away from AIM and into other investments or vehicles for mitigating IHT.
Over the past 29 years, more than £135bn has been raised by over 4,000 companies on AIM
This would have the subsequent effect of dragging share prices of these growth companies lower and eroding value in the UK stock market – hardly a positive incentive at a time when UK capital markets are already under intense pressure.
AIM has been a fantastic proving ground for a number of companies and there are a number of success stories, despite recent performance struggles. Over the past 29 years, more than £135bn has been raised by over 4,000 companies on AIM. It may be home to small-caps, but it has been a mighty contributor to UK GDP growth, innovation and employment over the years.
You have companies such as Breedon Group, a construction company based in Leicestershire, which listed on AIM in 2010 before moving to the main market last year. There are household names, such as Jet2 and YouGov, which have flown the flag for AIM over the years. Meanwhile, we are seeing a spate of acquisitions of AIM companies as private equity and corporates recognise their value at what are fairly depressed levels.
Any removal of investor incentives could harm these companies providing popular and vital services but which remain at an early stage in their growth.
Quality companies, regardless of their size, have enduring characteristics
We are also at a juncture in markets where small-cap stocks have a great opportunity to outperform. Rate cuts are beginning to be implemented, inflation is seemingly under control and AIM is coming off a tough couple of years. The companies of the future need to be nurtured, and while not every company in AIM benefits from an IHT premium, the whole market will be hit indiscriminately as a result of any changes.
Given investing is for the long term, and business relief comes in after just two years, it reasons that a number of people are not invested in AIM solely for the purpose of mitigating an IHT bill. It is important the government remembers that when deciding its next steps.
For advisers and investors with exposure to AIM, the best thing to do right now is keep calm and carry on. AIM has its IHT benefits and these will not be taken away overnight, but careful planning will still be needed to mitigate the tax implications for clients.
Let’s hope the government agrees and gets behind its own growth agenda
Most importantly, though, investing in AIM should not be considered solely as an IHT play. It remains an exciting and intriguing investment opportunity, particularly for clients with longer time horizons, giving them access to quality and well known companies that have the potential to grow and perhaps join the main market one day.
Quality companies, regardless of their size, have enduring characteristics. AIM is home to a number of these companies, so it is important growth is not stifled but embraced. Let’s hope the government agrees and gets behind its own growth agenda.
Amisha Chohan is head of small-cap strategy at Quilter Cheviot
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