Level 3: Diploma in Financial Studies

(DipFS) - 600 / 8551 / 4

Unit 4 – Sustainability of the Financial Services

System (SFS) - R / 504 / 8167

April 2024 Examination

Pre-release
Case Study Information and Data

Instructions to learners:

This material has been designed to provide background information/research

material for the examination. It is intended to help students familiarise themselves
with the material prior to the examination.

The information and data are made up of:

• Case study 1 information and data.
• Case study 2 information and data.

Candidates are advised to read both sets of case study information and data prior to
the examination. At the beginning of the examination, candidates are advised to
review the case studies in conjunction with the question paper before committing to
answering a particular case study.

Please note:
• You may annotate the case study material.
• The figures and products featured in the case study information and data were
correct at the time of writing. Learners are not expected to know current interest
rates of specific products and services, nor to have detailed knowledge of
changes to products and services.
• Although this material contains certain information relating to the examination
scenarios and questions, additional information is provided in the examination
question paper.

This qualification is regulated by the regulatory authorities for England, Wales and Northern Ireland and
is incorporated into the Regulated Qualifications Framework (RQF).
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Case study 1 information and data begins on page 3

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Case study 1
Old age - retirement, personal pension?
Linda is 65 years old and worked as an accountant for the last 40 years in
Manchester. Linda has now retired and is looking to move from Manchester to
Masham, in Yorkshire. Linda is widowed, has three grown-up children and four
grandchildren.

Linda is now in receipt of her occupational pension of £30,000 per year. Linda also
has £200,000 in various managed investments with Barclays. Several years ago,
Linda’s mortgage for her house in Manchester was paid off and she was able to
purchase a second property in Masham, where she used to drive to almost every
weekend. Her intention was always to move to Masham permanently when she
retired. Now she has retired, she is looking to sell her house in Manchester and move
into the Masham property full-time.

Linda likes Masham as it is a small community, with local shops, a Post Office and a
Good local Barclays bank. Linda has always banked with Barclays and been happy with the
service, service that they have provided through her branch in Manchester. Linda’s financial
same affairs have sometimes been complex, and she has regularly used the Barclays
provider financial advisers. Not independent - may not offer all the
available services from other banks
Linda is looking forward to enjoying rural life in Masham while having all she needs
close to her. Linda likes that she knows the names of the owners of the shops, the
employees of the bank and Post Office as well as many people around town. For
Linda, face-to-face personal relationships have always been essential to her.
Would not benefit much from online banking
Linda has become aware that her bank, Barclays, plans to close its branch at
Masham. She understands that the bank was struggling to make a profit from this
branch, as the population of Masham has been decreasing. However, for Linda, it is
still important to visit a branch and know the people in the branches as she values
the face-to-face banking approach to help her with her banking needs.

Linda’s nearest Barclays branch from her house in Masham is now about a 20-
minute drive away. However, there is a Skipton Building Society branch, only about a
seven-minute drive from Masham. Linda is now considering if she should stay with
Barclays as her provider of financial services.

Closer - more convenient

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Research

“FCA reveals urban-rural differences in how consumers experience financial

services

In 2018, the Financial Conduct Authority (FCA) published the latest analysis from its
Financial Lives survey. The report puts the spotlight on the financial situation of
people across the UK and highlights where in the UK people may be more
vulnerable.
Urban - rural divide in the UK
The report finds notable differences between urban and rural areas. In rural areas,
where there is greater reliance on bank branches, a higher proportion of people have
difficulty getting to a bank and tend not to be able to use online banking. However,
people in rural areas are more likely to be satisfied with their overall financial
circumstances. By contrast, people living in urban areas are less likely to be satisfied
with their overall financial position, are more likely to use high-cost loans and on
average have higher levels of unsecured debt.
Large proportion of people
Financial Lives is the FCA’s survey of nearly 13,000 adults and is the largest tracking
survey in the UK specifically looking at consumers and their use of financial services.

The report shows a number of differences in how people in different parts of the UK,
including rural and urban areas, experience financial services, such as:

Large proportion of people

• Difficulty getting to a bank – in rural areas, a higher-than-average proportion
of adults (13%) aged 55 and over, or who are younger and have a long-term
health condition, have difficulty getting to a bank. This compares to 9% in
Difficulty in accessing the financial sector - less access
urban areas.
to credit
• On top of that, of UK adults who never use the internet, 70% (or 3.7m people)
live in rural areas and the take-up of mobile banking in rural areas (23%) is
nearly half that in urban areas (45%).
• Use of high-cost loans and have more debt - there is a higher concentration
of adults with high-cost loans in urban areas (7% or 2.4m people) than in rural
areas (5% or 0.6m people).
• Adults’ average unsecured debt is £3,600 in urban areas, compared with
£2,510 in rural locations.

Difficulty in accessing the financial sector - can be a benefit - less debt

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Credit can improve lives of people - less access means lower QOL
• Those paying for credit are more likely to be in urban areas (49%) compared
with rural areas (37%).
• Over half (51%) of retired people in rural areas rely mainly on the State
Pension – this is their main income compared to 37% in urban areas.
• Satisfaction with overall financial circumstances: 27% of adults in rural areas
are highly satisfied, compared with 20% of adults in urban areas.

Andrew Bailey, FCA Chief Executive, said: ‘This survey shows just how different the
experience of financial services is for consumers across the country. That’s important
for us, as we shape financial services policy. But it is also important for firms, as they
decide how best to serve their customers.’”
CSR - Firms should look out for all stakeholders and not just shareholder
(Source: www.fca.org.uk)

“Barclays to shut another 10 branches this year [2022]

Barclays has announced another round of bank branch closures, with 10 more
outlets set to shut in October and November this year [2022]. The latest closures
mean Barclays will close at least 107 branches by the end of 2022.

Barclays isn’t the only bank shutting branches. Lloyds Banking Group confirmed it
will shut a further 48 Lloyds Bank and 18 Halifax branches, taking its tally to 202
outlets closing by the end of January 2023. Elsewhere, TSB has closed 70 branches
this year [2022], while HSBC is closing 69 branches.
A general trend in the UK - less in-person branches as higher costs
Alternative ways to bank face-to-face with Barclays

Book an appointment on the Barclays van or at a ‘pop-up’ bank

Barclays runs an educational and support van that enables Barclays and Barclaycard
customers in England and Wales to access certain advice and help in their local area
at specific times and dates each month. You can check if a nearby town is covered
on Barclays’ website.
CSR - increases financial literacy

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Under the ‘Barclays van’ service customers can get advice on:

• Buying a new home.

• Online banking. Rural areas get far more servies
• Saving for the future.
• Setting up a business.

You can access similar support at one of Barclays’ pop-up banking sites, located in
spaces such as community centres, libraries and business hubs – find your nearest
on the Barclays website.

However, the Barclays van service and pop-up locations don’t have cash or counter
services, so you won't be able to manage your money there. If you need to access
these services, you can use a Post Office branch.

You can access some Barclays services via the Post Office

Barclays customers can access certain services from any of the Post Office’s 11,400
branches. Services available include the following:

• Cash/cheque deposits.
Post office offers less services compared
• Check your balance.
to a commercial bank
• Withdraw money.

If you no longer want to stay with Barclays, you might want to consider switching to a
bank that does have a local branch nearby – although bear in mind there’s no
guarantee that too won't close.

Banks with branches that currently have switching incentives include:

Largest cash reward - most enticing
• Halifax - get £150 for switching. Halifax Reward pays switchers £150. There’s
a £1,500 monthly minimum pay-in to avoid the £3 a month fee.

More money for existing customers

• Nationwide - get up to £125 for switching. Nationwide FlexDirect is offering
existing customers £125 and newbies £100. Nationwide has pledged to leave

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no town or city currently served by the building society without a branch until
at least 2024.

Some may want to consider setting up online banking

Younger customers
Of course, if you want to switch to banking online or via an app, Barclays has a step-
by-step guide on how to set up online and app banking.”

(Source: www.moneysavingexpert.com)

“New Barclays van hits the road in Yorkshire

The Barclays van will visit local communities across Yorkshire in the coming months.

Customers will be able to pre-book appointments to talk about money management,

buying a new home or setting up a business.
More accessible financial sector - CSR
The Barclays van is aimed at taking the bank’s financial expertise on the road, by
providing a face-to-face and accessible service for customers and clients living in
remote and rural communities.

The Barclays van will be parked up at towns and villages, hospitals, businesses,
schools, libraries, village halls, and making appearances at shows and fairs across
the county. Hosted by local Barclays colleagues, the van will offer flexibility and
convenience to those customers seeking more complex banking solutions right on
their doorstep. Pre-booked appointments with local Barclays specialists will be
available, helping customers thinking about buying a new home, set up a new
business or perhaps save for the future.
Giving additional financial tips improves general financial education and literacy
In addition, the mobile banking service will deliver educational and digital awareness
workshops for all ages. These will range from Barclays LifeSkills programme which
provides skills needed for the world of work, Money Mentors for those requiring
budgeting support, to top tips on how to avoid becoming a victim of a fraud or scam.
There’ll also be digital expertise including how to use the Barclays app and staying
safe online. Kevin Hollinrake MP and Co-Chair of the APPG for Fair Business
Banking and Finance and Thirsk and Malton MP said: ‘This is a really good initiative.
It’s not always possible for people to get into a bank for advice if they live in rural

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areas, particularly in recent months with the coronavirus restrictions, so it will make
life much easier for many people living in some of the most remote parts of North
Yorkshire. In an increasingly digital age, the educational side of this service will also
be a huge benefit to people of all ages.’
More accessible to all types of customers
The Barclays van is fully accessible with a ramp for wheelchair users and is powered
by solar power when stationary.”

(Source: www.yorkshire-business.com)

Marketing materials for Skipton Building Society

“Why choose Skipton?

Saving for tomorrow, looking to the future, enjoying the life you’ve worked so hard
for, we know how important these things are. The more we can help you save, the
more you could enjoy and share with those you love. From helping with university
fees or backing a new business to a trip down Route 66.

Here since 1853

Long history - less likely to scam people
Our story began back in 1853 and we’ve been helping people find a good place for
their money ever since.

One million customers and counting

Economies of scale - lower AC, better rates for customers
Today, over a million people are taking steps towards reaching their financial goals
with us. We’re here to help you make the most of your future financial plans.

Not driven by shareholders

CSR - Firms should look out for all stakeholders and not just shareholders
We are not driven by shareholders. We’re focused on our customers and the things
that matter to you, helping you save for the future and securing a home of your own.

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We’re award winning

Good marketing material - but questionable benefits to the consumer
We’re proud to be an award-winning provider of savings and mortgages. The fact
we’ve won many of our awards because of the fantastic things customers say, makes
them even more special.

• Moneyfacts Consumer Awards 2022

• What Mortgage Awards 2021 Best National Building Society

Our Products

Savings
Most usual products offered
From Cash ISAs to Fixed Rate Bonds, we’ve got a range of savings accounts to suit
your needs.

Mortgages

Whether you’re a first-time buyer, home mover or simply staying put and
remortgaging, we could have a mortgage to suit you.

Financial Advice Independent or not? Could be less useful if not.

Searching for investment, pension or inheritance tax planning support? We could

help you plan for your goals.

Options, answers and the time you need

Giving more information - reduces information asymmetry and is moral

We’ll never pressure you into making any decision about your money. We’ll help you
and give you the information you ask for. Everything else is completely up to you.
Our No Pressure Promise means we’ll speak to you about the things that matter
most to you, and provide information about products and services, then let you make
an informed decision in your own time.”

(Source: www.skipton.co.uk)

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Command word definitions – please note that the command words will not
appear in the examination copy of the case study.

COMMAND L2 L3
WHAT DOES IT MEAN?
WORD USE USE

Break an issue into parts.

Look in depth at each part using supporting arguments and evidence
Analyse - x
for and against as well as how these relate to one another.
A conclusion is not needed.
Show the similarities and differences between two or more facts, using
connectives to link the facts.
Compare - x Say if any of the shared similarities or differences are more important
than others.
A conclusion is not needed.

Define x - Give a brief explanation of exactly what something means.

Provide a detailed explanation of the main features of something and

Describe x x how and why something happens.
A conclusion is not needed.
This is a written debate backed up by selected evidence to make a
case for and against an argument or point out the advantages and
Discuss x x disadvantages.
The response should include a conclusion or a recommendation that is
fully and logically supported.
Give a verdict as to what extent a statement or findings within a piece of
research are true, or to what extent you agree with them.
Make a justified recommendation or conclusion, which sums up the
Evaluate - x
main points being discussed, and weighs up the benefits and
drawbacks of what is being considered.
Fully and logically justify how you have made your choice or decision.
Clarify a topic by giving a detailed account as to how and why it occurs,
Explain x x or what is meant using the term in a particular context.
Justify with relevant evidence. A conclusion is not needed.

Calculate x x To solve a mathematical problem using the information provided.

To create a list of a specified number of key points in clear terms

List/State/Identify x x without the need for description.
Short bullet points may be used.
To give the main features of something rather than emphasising minute
Outline x
detail.

Suggest x - State a possible reason or course of action (no development required).

QUESTION PHRASE
CLARIFICATION
Evokes a similar response to questions containing 'how far'. This type
To what extent x of question calls for a thorough assessment of the evidence in
presenting your argument.

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Case study 2 information and data begins on page 12

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Case study 2
Self - employed
Leslie is a builder and has run his own business for the last 20 years. Leslie works as
an environmentally friendly builder, promoting green alternatives when building
houses. This approach, which includes looking to recycle old materials and parts, has
seen Leslie’s business stand out in the market. His business has been successful as
a result of this approach.

Will have fully paid off by now most likely

Leslie bought his house 15 years ago and has slowly made improvements to the
house by adding solar panels and wind turbines for his personal electricity use. Leslie
also collects rainwater to directly feed the vegetable garden he has in his back
garden.

Leslie has recently become aware from a renewal quote that his car and home
insurance premiums are rising. He accepts that there are some external factors that
could affect his car and home. Although he lives in a very rural area, where the level
of crime is low, there is a high risk of house damage from surrounding trees and
flooding from a nearby river. Leslie, therefore, understands why the cost of his home
insurance has risen.
High insurance cost —> lower savings —> lower QOL
However, while Leslie understands why the cost of his home insurance has risen, he
does not understand why there is a sharp rise in car insurance premiums. Leslie has
been driving for 25 years and has 10 years’ no-claims discount. Additionally, Leslie
does not feel that he poses a significant risk to other drivers as he has never had an
accident, but a recent renewal quote showed a 40% increase on his premiums from
the previous year.
Very significant increase - 40%
As Leslie is keen to protect the environment, he wants to find an insurer for his home
and car insurance (both of which are due for renewal soon), which is also making
positive steps towards environmental change.

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Research

“The great car insurance con: Premiums soar to record high as prices hiked
50% in a year Study shows that only about 50% of paid insurance
is paid out- rest is profit
Car insurance is fast becoming one of the most expensive household bills, adding
more financial pain at a time of high inflation and surging mortgage rates and rents.
Ros Altmann, a Conservative peer and a former government minister, told The
Independent that ‘cost inflation will be a factor but cannot account for the 48%
[overall increase]’. She said a lack of transparency in insurers’ risk models and an
increase in claims following the pandemic were also likely to be reasons.
48% is far more than insurance - a real increase in the cost of insurance
Why have premiums gone up?

Insurers say the main culprit is inflation. Rising energy bills and the higher cost of
paint and materials have added to the cost of repairs, which have increased by 33%,
according to the Association of British Insurers. Courtesy car costs are increasing by
around 30%, while inflation has also pushed up the cost of personal injury claims, it
said.
Doesn’t fully account for it - 33% < 48%
Catherine Carey, head of marketing at Consumer Intelligence, said: ‘As a result of
this inflation and lagging premium increases in 2022, the motor insurance market
reported large losses. Insurers are now adjusting prices to recoup these losses and
reflect the ongoing impact of inflation.’

Meanwhile, the cost-of-living crisis has seen insurance fraud explode. Motor
insurance fraud was the most common type of opportunistic fraud referred to the City
of London Police’s Insurance Fraud Enforcement Department between March 2022
and April 2023.

Another factor is changes to regulation. The so-called loyalty penalty was banned at
the start of 2022, meaning insurers must not charge more to existing customers than
they do to new ones.
Could be a case of collusion and the market has low competition
According to James Daley, managing director of the consumer group Fairer Finance,
this has increased prices for everyone – particularly those who shopped around for a
cheaper policy every year.

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‘Premiums have been driven up by two main factors – inflation and changes to
regulation. The cost of car repairs and car parts has risen just like everything else –
as has the cost of personal injury claims. All of this pushes up the cost of insurance,’
he said.”

(Source: www.independent.co.uk)

“Cost of living crisis fuels 25% rise in insurance fraud

Scott Clayton, Head of Claims Fraud at Zurich, said: ‘Sadly, many more people are
facing hardships as a result of the cost of living crisis, which is contributing to an
increase in fraudulent claims. Since 2022, we’ve seen a significant rise in bogus
property claims, as households and businesses come under increased financial
strain. People desperately try to claim more money - inccreased cost of
reacting to the claims + may have to pay out some
‘While exaggerating or faking a claim might seem like a chance worth taking, the
consequences can be severe, with fraudsters facing criminal prosecution and
potentially even a prison sentence. At the very least, offenders can expect to find it
harder to obtain cover.

‘Although fraud is on the up, we’re better prepared than ever to detect it. New
technology is helping us to fight fraud more effectively and making it harder for
scammers to evade detection, whether they are individual opportunists or organised
criminal gangs.
Using AI to assess the legitamacy of a claim.

‘We’re there for our customers when they need us, and in 2021, we paid £2bn in
claims. But as well as paying valid claims, we remain vigilant against fraud.’”

(Source: www.zurich.co.uk)

“The impact of climate change on home insurance

• Living within 400ft of water increased home insurance premiums by an

average of £28 a year
• Nearly eight in ten homeowners (78%) think that climate change will increase
the cost of home insurance

Climate change is increasing insurance premiums -

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• As a reflection of worsening weather conditions, almost three-quarters of UK

homeowners (74%) who have made a weather-related damage claim on their
home insurance have done so within the last five years

Storms are one of the most common causes of weather-related damage,

experienced by over two-fifths (42%) of claimants and almost a fifth had experienced
flood damage (18%). The findings come as scientists warn that extreme weather
events in the UK are becoming more common.
Insurance will continue to increase in prices
Repair bills from storm damage can often run into thousands of pounds, with the
average amount of damage costing almost £3,500.
More severe storms and more common - 2 factors
Having the right home insurance in place can act as protection against the cost of
any unexpected damage to a property and its contents, proving vital in the case of
emergencies. However, there appears to be a gap in some homeowners’ knowledge
about their local risk of flooding. More than a fifth (23%) of homeowners have not
checked to see whether they live in a high flood-risk area.”
23% of people unaware why their premiums are so high
(Source: www.comparethemarket.com)

Marketing materials for Aviva

“Taking Climate Action

Underwriting: our insurance business

As well as investment products, we are a major insurer of cars, homes and

businesses. We believe in using our underwriting to tackle climate change too.

Insurance to enable the transition

We are providing insurance products that help our customers with the transition to a
new economy. In 2019, we exited the London Market for insurance of standalone
operational fossil fuel power generation and replaced this with a renewable energy
insurance offering.

Renewables - more sustinable - good marketing and public image

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Through this product we currently insure some of the largest wind & solar farms in
the world, including in the USA and Africa.

By the end of 2021, we will have stopped insuring companies making more than 5%
of their revenue from thermal coal or unconventional fossil fuels. We will make an
exception for those companies serious about their transition out of high carbon fuels
and who have committed to clear Science-Based Targets aligned to the Paris
Agreement target of limiting temperature rises to 1.5 degrees.
Already broken the 1.5 degree record. This is bad news for insurance
Transparency

We were one of the first companies to disclose key climate risks. In 2021, we intend
to increase the scrutiny on us by being the first insurer to put our TCFD summary to a
vote at our Annual General Meeting of Shareholders in 2021.
Good for all stakeholders - info provision
We will not be marking our own homework. We are submitting our targets for
validation by the Science-Based Target Initiative (no financial services company has
had its targets fully validated by SBTi to date). We will be increasing the external
assurance of our commitments. We will also continue to report according to the
TCFD and Net Zero Asset Owner Alliance methodologies.”

(Source: www.aviva.com)

Marketing materials for AXA

“How we’re tackling climate change

As part of our mission to help people live better lives, we’re fully committed to the
global effort to limit climate change. We’ve set ourselves ambitious targets. We’re
campaigning to create a better society. We’re funding research to inform scientific
decision-making. And, most importantly, we’re acting now.

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Responsible investments

Phasing out coal by 2030

Less greenhouse gas emissisons - less global warming - but is this just marketing??
AXA is divesting funds away from and stopping support to carbon intensive
industries. AXA will exit the coal industry by 2030 in Europe and OECD countries,
and worldwide by 2040.

AXA’s Transition Bonds

AXA has launched the first-of-a-kind ‘transition bond’ in partnership with Crédit
Agricole CIB. AXA will finance a €100million bond in a private placement where the
proceeds will be used to refinance existing commercial loans made by Crédit
Agricole CIB. This new type of bond aims to support companies that want to move
towards more sustainable and less-carbon intensive development models.

Protect our planet

The AXA Research Fund has supported 665 research projects across 38 countries to
help contribute to a better world.
More marketing - good CSR
We want to do business in a way that’s good for people and good for the
environment. That’s why we’ve removed millions of pieces of single use plastic from
our supply chain and we’re sourcing energy from renewable sources, recycling what
we can, and disposing of waste responsibly.

Car insurance

Incentivising people not to cost them money

We’ll plant a tree if you chose not to take a courtesy car if your vehicle is damaged
and has been taken away for repairs.

And where your vehicle needs replacement parts, we work with our repair suppliers
to replace these with green or recycled parts.

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Home insurance

Our buildings cover includes fixtures and fittings and the following if they form part of
the property:

• fixed solar heating systems;

• fixed wind turbines;
• air and ground source heat pumps; and
• electric vehicle charging points.
Appearing more green - greenwashing.

If you make a claim and need a replacement appliance, we’ll look to replace it with an
equivalent energy rating A appliance.

If your property is severely damaged and needs demolition and rebuilding, we work
with our customers to rebuild in line with sustainable home building practices, as
described by the government.”

(Source: www.axa.co.uk)

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Command word definitions – please note that the command words will not
appear in the examination copy of the case study.

COMMAND L2 L3
WHAT DOES IT MEAN?
WORD USE USE

Break an issue into parts.

Look in depth at each part using supporting arguments and evidence
Analyse - x
for and against as well as how these relate to one another.
A conclusion is not needed.
Show the similarities and differences between two or more facts, using
connectives to link the facts.
Compare - x Say if any of the shared similarities or differences are more important
than others.
A conclusion is not needed.

Define x - Give a brief explanation of exactly what something means.

Provide a detailed explanation of the main features of something and

Describe x x how and why something happens.
A conclusion is not needed.
This is a written debate backed up by selected evidence to make a
case for and against an argument or point out the advantages and
Discuss x x disadvantages.
The response should include a conclusion or a recommendation that is
fully and logically supported.
Give a verdict as to what extent a statement or findings within a piece of
research are true, or to what extent you agree with them.
Make a justified recommendation or conclusion, which sums up the
Evaluate - x
main points being discussed, and weighs up the benefits and
drawbacks of what is being considered.
Fully and logically justify how you have made your choice or decision.
Clarify a topic by giving a detailed account as to how and why it occurs,
Explain x x or what is meant using the term in a particular context.
Justify with relevant evidence. A conclusion is not needed.

Calculate x x To solve a mathematical problem using the information provided.

To create a list of a specified number of key points in clear terms

List/State/Identify x x without the need for description.
Short bullet points may be used.
To give the main features of something rather than emphasising minute
Outline x
detail.

Suggest x - State a possible reason or course of action (no development required).

QUESTION PHRASE
CLARIFICATION
Evokes a similar response to questions containing 'how far'. This type
To what extent x of question calls for a thorough assessment of the evidence in
presenting your argument.

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