The scale and scope of financial mis-selling

John K. Ashton*

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingChapter


As an introduction to this section considering financial services malpractice, this chapter assesses the scale, scope and characteristics of the phenomenon of mis-selling. Financial mis-selling is a widely used term attributed to many meanings including: aggressive, ignorant or incompetent sales tactics; a failure to appropriately advise customers; deliberate strategies to sell financial services that customers do not need; all circumstances where a customer is financially disadvantaged due to reasons they were neither aware of, nor desired (Black and Nobels 1998). This examination is undertaken through the content analysis of all the final notices issued and reported by the UK financial regulator (the Financial Services Authority, hereafter the FSA) to financial organizations for mis-selling over the ten-year period, 2002-11.

Original languageEnglish
Title of host publicationThe Routledge Companion to Financial Services Marketing
PublisherTaylor & Francis
Number of pages15
ISBN (Electronic)9781134095551
ISBN (Print)9780415829144
Publication statusPublished - 1 Jan 2014

Bibliographical note

Publisher Copyright:
© 2015 Tina Harrison and Hooman Estelami.

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