Article
Financial services has a front row seat to people’s lives: let’s do more with it.
September 30, 2025
The September edition of the Hargreaves Lansdown Savings & Resilience Barometer caught our attention. It shows a nation that’s still financially fragile, stretched, and operating close to the edge.
The report reveals a telling picture:
Some households have capacity to invest, but don’t.
Others are investing even as they face short-term financial strain.
Many have no savings buffer at all, but don’t seek help.
These aren’t simply gaps in knowledge. They’re signals that traditional forms of support aren’t cutting through to those who need it most.
Offering static financial education tucked away on your website won’t move the needle. Knowledge matters, but without the right timing, context or delivery, it will likely fall flat. Whilst we strongly believe that increasing financial understanding will help people make better decisions, we think most of the industry approaches it wrong.
That’s why we’ve been calling for a Money Coaching revolution, a shift from one-size-fits-all, dry content to personalised, timely support that meets the customer in life. Because real financial confidence is built over time, not in a single moment.
From cradle to grave
Only by listening and relating to customers, can we truly improve their confidence to make better financial decisions. We shouldn’t be in the market of telling people what to do. Rather, we should support them in figuring it out themselves, based on what’s happening in their life, what they’re trying to achieve, and what decisions are ahead. Financial services should value the privilege of spending a lifetime with its customers more, and use that privilege for the good. Because what industry can truly say that they stand with customers from cradle to grave?
That kind of access is rare, and it offers extraordinary opportunities. Money Coaching can help with bringing both customer and industry benefits of this privilege together and creating a truly holistic experience. With personalised, emotionally intelligent guidance, it gives customers the space to think clearly, feel more confident, and act in their own best interest, over and over again, throughout their lives.
In return, you get to know your customer, really, really well. You'll know them so well, that you can support them with ghosts from the past, deal with the now, and prepare for the future. It’s a win for the customer, and the commercial value of loyalty and improved engagement over a lifetime speaks for itself. When we focus on confidence, not just content, we start delivering value that lasts, for customers and for the business.
Less overwhelm, more control
The Savings & Resilience Barometer is a powerful snapshot of where UK households stand.
If we want to move the dial on national financial resilience, we need to start with individual financial confidence. That means rethinking the way we show up for customers, with meaningful, ongoing support that understands the shape of their lives.
Money Coaching is one way to do that. It creates space for real conversations, timely guidance, and decisions that feel both informed and doable. And it’s one of the most practical ways to help people feel less overwhelmed and more in control.
Let’s talk about how to make coaching part of your resilience strategy.
