Waiting is one of the hardest parts of a mortgage journey. A borrower may know that their application is moving, yet still have no idea what has been checked, what remains outstanding, or when they will hear back.

That uncertainty becomes more difficult when rates are changing, a property transaction is time-sensitive, or the customer is worried about affordability.

In this episode of Regulated Digital, Paul Broadhead, Head of Mortgages and Housing at the Building Societies Association (BSA), joins us to examine how lenders can combine efficient digital journeys with clear explanation, secure communication, and access to human support.

Building societies bring a useful perspective to this question. Their customer-owned model places long-term member relationships at the centre of their work, while their borrowers increasingly expect to upload documents, complete checks, and follow applications online.

Learn more: https://www.mailock.com/blog/mortgage-communication-borrower-certainty

A narrower financial recommendation should cost less to provide. The difficult part is deciding when that service is suitable and making its limits clear.

In this episode of Regulated Digital, we speak with Simon Harrington, Head of Public Affairs at the Personal Investment Management & Financial Advice Association (PIMFA), about whether simplified advice can widen access to personal recommendations without recreating the cost and complexity of holistic advice.

Simon joined PIMFA in 2017 after roles at Nest and HM Treasury covering automatic enrolment, pension freedoms, and the UK's response to the financial crisis. His policy background gives him a close view of the regulatory intent and the practical questions facing advice firms.

The FCA's targeted support regime went live on 6 April 2026. Its consultation on simplifying pensions and investment advice rules closed on 22 May 2026, with a final Policy Statement still to come.

People do not experience their finances as separate product lines. Open finance becomes useful when connected data helps someone understand what they have, whether they are on track, and what they should do next.

That was one of the central challenges raised by Larry Banda, CEO of TISA Commercial Enterprises and Chair of Select ID, when he joined us on the Regulated Digital podcast.

Larry brings decades of experience across mortgages, investments, financial planning, and digital advice. Before joining TISA, his work at Nationwide included developing roboadvice in the FCA sandbox and rolling out video-based mortgage and financial planning advice services during the Covid-19 pandemic.

In the episode, we discuss what needs to happen for open finance and digital identity to move from industry initiatives into services that firms can deliver confidently and customers will actually trust and use.

Rewriting a letter can lower its reading age. But robust evidence of customer understanding comes from what people comprehend, decide, and do next.

That is the standard financial services firms must now learn to examine.

James Daley, Founder and Managing Director of Fairer Finance, has spent more than 20 years campaigning for better outcomes for financial services customers.

James spoke to us about why financial products remain difficult to understand and what Consumer Duty has changed. The core question is what a firm should be able to demonstrate before claiming that its communications support customer understanding.

Learn more: https://www.beyondencryption.com/blog/prove-customer-understanding

A digital journey can complete successfully while leaving the customer uncertain about what happened, why a decision was made, or what they should do next.

That uncertainty can surface later through repeat contact, abandonment, complaints, and reluctance to trust the next interaction.

In this episode of Regulated Digital, we speak with Oliver King, co-founder and managing partner at Engine, about how regulated organisations can design confidence into digital journeys as automation and AI take on more of the process.

Our questions centre around where trust appears inside a journey. It may be a clear explanation before an identity check, a useful progress update during a delay, or an obvious route to a person when a decision has serious consequences - but these details shape whether the customer feels safe enough to continue.

Learn more: https://www.beyondencryption.com/blog/digital-trust-at-scale

Pensions dashboards promise a simple outcome: one place for people to find and view their pension information.

Behind that simple idea sits a national challenge in data quality, digital identity, and industry coordination.

In this episode of Regulated Digital, Chris Curry, Principal of the Pensions Dashboards Programme at the Money and Pensions Service, explains what dashboards are designed to solve and what regulated firms can learn from the programme.

Learn more on our website: https://www.beyondencryption.com/blog/chris-curry-on-pensions-dashboards-data-and-trust

Online safety depends on knowing enough about people to protect them.

Data protection asks a quieter question: how much do we really need to know?

The Online Safety Act and UK data protection law are often spoken about separately.

In practice, they meet at one of the most sensitive points in digital life: how organisations verify people, protect children, limit access, and keep data collection proportionate.

The same tension appears in age assurance, subject access requests (SARs), standard email, digital identity, and the practical steps leadership teams can take without the work becoming overwhelming.

For this episode, we caught up with Founder and CEO of Beyond Encryption Paul Holland, to talk about how organisations can balance safety, privacy, and identity, in real-world customer journeys.

Learn more on our website: https://www.beyondencryption.com/blog/data-protection-online-safety

For regulated organisations, accessibility is part of whether a journey works in practice. It shapes how clearly customers can move through each step, complete key tasks, and get the support they need.

When disabled customers cannot read, navigate, verify, recover, or get help in the way that works for them, the service creates unnecessary barriers and falls short of basic usability.

In this episode of Regulated Digital, Diane Lightfoot, CEO of Business Disability Forum, explains why disabled customers still face avoidable barriers in communications, service design, and customer support, and what firms in regulated sectors can do differently.

The central takeaway is simple: build for choice, clarity, and real-world use from the start, and you reduce friction for disabled customers, lower the cost of retrofitting, and create journeys that work better for everyone.

Learn more on our website: https://www.beyondencryption.com/blog/accessible-journeys-disabled-people